Data Processing Based on the Structure Oriented Evaluation Online Tool from SERVQUAL Model

SERVQUAL and SURE are multidimensional, non-parametric evaluation models for evaluating of complex processes and systems. While SERVQUAL uses standard statistical procedures for the evaluation of observational data, such as those implemented in SPSS, for example, the SURE model has its own data processing tool, which was developed with the help of general measure theory for the evaluation of logically structured processes. This paper shows how data records obtained in sense of SERVQUAL model can be analyzed with the SURE data processing tool. As example, an evaluation of SERVQUAL data from the health care sector is considered. Data collected from 5138 students based on SERVQUAL model and processed by the SURE model online tool.