A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Independent Journal of Management & Production |
Texto Completo: | http://www.ijmp.jor.br/index.php/ijmp/article/view/592 |
Resumo: | At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency. |
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Independent Journal of Management & Production |
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A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL modelLogistics ServicesQualitySERVQUAL.At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency.Independent2017-07-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://www.ijmp.jor.br/index.php/ijmp/article/view/59210.14807/ijmp.v8i5.592Independent Journal of Management & Production; Vol. 8 No. 5 (2017): Independent Journal of Management & Production (Special Edition); 641-6582236-269X2236-269Xreponame:Independent Journal of Management & Productioninstname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)instacron:IJM&Penghttp://www.ijmp.jor.br/index.php/ijmp/article/view/592/687http://www.ijmp.jor.br/index.php/ijmp/article/view/592/706Copyright (c) 2017 Wilian Ramalho Feitosa, Sueli Ferreira Colona, Rodrigo dos Santos Kelchinfo:eu-repo/semantics/openAccessFeitosa, Wilian RamalhoColona, Sueli FerreiraKelch, Rodrigo dos Santos2018-08-06T16:36:24Zoai:www.ijmp.jor.br:article/592Revistahttp://www.ijmp.jor.br/PUBhttp://www.ijmp.jor.br/index.php/ijmp/oaiijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||2236-269X2236-269Xopendoar:2018-08-06T16:36:24Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)false |
dc.title.none.fl_str_mv |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
title |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
spellingShingle |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model Feitosa, Wilian Ramalho Logistics Services Quality SERVQUAL. |
title_short |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
title_full |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
title_fullStr |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
title_full_unstemmed |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
title_sort |
A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model |
author |
Feitosa, Wilian Ramalho |
author_facet |
Feitosa, Wilian Ramalho Colona, Sueli Ferreira Kelch, Rodrigo dos Santos |
author_role |
author |
author2 |
Colona, Sueli Ferreira Kelch, Rodrigo dos Santos |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Feitosa, Wilian Ramalho Colona, Sueli Ferreira Kelch, Rodrigo dos Santos |
dc.subject.por.fl_str_mv |
Logistics Services Quality SERVQUAL. |
topic |
Logistics Services Quality SERVQUAL. |
description |
At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-07-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/592 10.14807/ijmp.v8i5.592 |
url |
http://www.ijmp.jor.br/index.php/ijmp/article/view/592 |
identifier_str_mv |
10.14807/ijmp.v8i5.592 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/592/687 http://www.ijmp.jor.br/index.php/ijmp/article/view/592/706 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2017 Wilian Ramalho Feitosa, Sueli Ferreira Colona, Rodrigo dos Santos Kelch info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2017 Wilian Ramalho Feitosa, Sueli Ferreira Colona, Rodrigo dos Santos Kelch |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf text/html |
dc.publisher.none.fl_str_mv |
Independent |
publisher.none.fl_str_mv |
Independent |
dc.source.none.fl_str_mv |
Independent Journal of Management & Production; Vol. 8 No. 5 (2017): Independent Journal of Management & Production (Special Edition); 641-658 2236-269X 2236-269X reponame:Independent Journal of Management & Production instname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) instacron:IJM&P |
instname_str |
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
instacron_str |
IJM&P |
institution |
IJM&P |
reponame_str |
Independent Journal of Management & Production |
collection |
Independent Journal of Management & Production |
repository.name.fl_str_mv |
Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
repository.mail.fl_str_mv |
ijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br|| |
_version_ |
1797220491336876032 |