The role of quality criteria in determination of the economic efficiency in the services sector

Abstract

At present, increasing the economic efficiency of the services is the main objective for both service companies and those from other sectors of activity. The main criteria for evaluating the efficiency in the services sector are: profitability, cost level, efficiency of using the factors of production, efficiency of investments, social efficiency. The social efficiency refers to the results of the services activities from the point of view of the consumers and it materializes in the degree of satisfaction of the needs and the level of the quality of the services. The article analyzes several aspects that could influence the efficiency of services such as the degree of anticipation of the client's needs, the degree of accuracy in defining the content of the service, the degree of satisfaction of the demand for services, the degree of flexibility, the degree of efficiency in solving the problems regarding the service and in especially the role of service quality. JEL: M21.