Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.14/20054 |
Resumo: | This dissertation aims to offer an integrative framework of the service quality analysis in services industry in which a two stage analysis model applied to ÁguaHotels Group is used. This method allows for the simultaneous analysis of the customers’ perspective about the service experienced (guests’ assessment) and the company’s internal assessment of the service provided (company employees’ assessment). The two stage model focus on the following models: (1) the Servqual model and (2) the Gaps Model of Service Quality. This dissertation aims to answer four research questions: (1) How can companies assess customer expectations and perceptions of service quality? (2) What are the critical service quality dimensions identified by the customers? (3) How can companies assess their internal service provider Gaps? (4) What are the critical service quality areas in the hotel? Previous research stated that the service quality performed by a company is one of the most important issues in service management. And, due to the high level of customer contact, the hospitality industry is characterized for being particularly sensitive to this issue. Two surveys were conducted to answer to the research questions. The findings from the present research provide ÁguaHotels Vale da Lapa with critical information regarding the customers’ expectations, the perceptions of service quality and also the critical performance measures that need to be addressed. A set of recommendations is provided. |
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Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels GroupDomínio/Área Científica::Ciências Sociais::Economia e GestãoThis dissertation aims to offer an integrative framework of the service quality analysis in services industry in which a two stage analysis model applied to ÁguaHotels Group is used. This method allows for the simultaneous analysis of the customers’ perspective about the service experienced (guests’ assessment) and the company’s internal assessment of the service provided (company employees’ assessment). The two stage model focus on the following models: (1) the Servqual model and (2) the Gaps Model of Service Quality. This dissertation aims to answer four research questions: (1) How can companies assess customer expectations and perceptions of service quality? (2) What are the critical service quality dimensions identified by the customers? (3) How can companies assess their internal service provider Gaps? (4) What are the critical service quality areas in the hotel? Previous research stated that the service quality performed by a company is one of the most important issues in service management. And, due to the high level of customer contact, the hospitality industry is characterized for being particularly sensitive to this issue. Two surveys were conducted to answer to the research questions. The findings from the present research provide ÁguaHotels Vale da Lapa with critical information regarding the customers’ expectations, the perceptions of service quality and also the critical performance measures that need to be addressed. A set of recommendations is provided.Esta dissertação tem como objetivo oferecer um quadro integrador de análise da qualidade do serviço no setor dos serviços onde um modelo de análise composto por duas fases aplicado ao Grupo ÁguaHotels é usado. Este método permite a análise simultânea da perspectiva dos clientes sobre o serviço experienciado (avaliação dos hóspedes) e a avaliação interna da empresa do serviço prestado (avaliação dos funcionários da empresa). O modelo de análise foca-se nos seguintes modelos: (1) Modelo Servqual e (2) Gaps Model of Service Quality. Esta dissertação tem como objetivo responder a quatro perguntas de investigação: (1) Como as empresas podem avaliar as expectativas e percepções dos clientes relativamente à qualidade do serviço? (2) Quais são as dimensões críticas de qualidade do serviço identificadas pelos clientes? (3) Como as empresas podem avaliar as suas falhas internas como prestador de serviços? (4) Quais são as áreas críticas de qualidade do serviço do hotel? Estudos anteriores indicam que a qualidade do serviço realizado por uma empresa é uma das questões mais importantes na gestão de serviços. E, devido ao elevado nível de contato com o cliente, a indústria hoteleira é caracterizada por ser particularmente sensível a esta questão. Dois inquéritos foram realizados para responder às questões de investigação. Com os resultados da presente pesquisa obtiveram-se informações críticas relativamente às expectativas e percepções de qualidade do serviço dos clientes do ÁguaHotels Vale da Lapa bem como as medidas de desempenho críticas que necessitam de ser abordadas. Um conjunto de recomendações é fornecido.Vale, Rita Miguel Ramos Dias Coelho doVeritati - Repositório Institucional da Universidade Católica PortuguesaCoelho, Inês Filipa Terras2016-05-04T14:38:43Z2016-02-1620152016-02-16T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.14/20054TID:201170710enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-12T17:25:47Zoai:repositorio.ucp.pt:10400.14/20054Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:16:34.238521Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
title |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
spellingShingle |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group Coelho, Inês Filipa Terras Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
title_short |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
title_full |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
title_fullStr |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
title_full_unstemmed |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
title_sort |
Integrative framework of service quality evaluation in services industry : a two stage model : application to Águahotels Group |
author |
Coelho, Inês Filipa Terras |
author_facet |
Coelho, Inês Filipa Terras |
author_role |
author |
dc.contributor.none.fl_str_mv |
Vale, Rita Miguel Ramos Dias Coelho do Veritati - Repositório Institucional da Universidade Católica Portuguesa |
dc.contributor.author.fl_str_mv |
Coelho, Inês Filipa Terras |
dc.subject.por.fl_str_mv |
Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
topic |
Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
description |
This dissertation aims to offer an integrative framework of the service quality analysis in services industry in which a two stage analysis model applied to ÁguaHotels Group is used. This method allows for the simultaneous analysis of the customers’ perspective about the service experienced (guests’ assessment) and the company’s internal assessment of the service provided (company employees’ assessment). The two stage model focus on the following models: (1) the Servqual model and (2) the Gaps Model of Service Quality. This dissertation aims to answer four research questions: (1) How can companies assess customer expectations and perceptions of service quality? (2) What are the critical service quality dimensions identified by the customers? (3) How can companies assess their internal service provider Gaps? (4) What are the critical service quality areas in the hotel? Previous research stated that the service quality performed by a company is one of the most important issues in service management. And, due to the high level of customer contact, the hospitality industry is characterized for being particularly sensitive to this issue. Two surveys were conducted to answer to the research questions. The findings from the present research provide ÁguaHotels Vale da Lapa with critical information regarding the customers’ expectations, the perceptions of service quality and also the critical performance measures that need to be addressed. A set of recommendations is provided. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015 2016-05-04T14:38:43Z 2016-02-16 2016-02-16T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.14/20054 TID:201170710 |
url |
http://hdl.handle.net/10400.14/20054 |
identifier_str_mv |
TID:201170710 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799131849457401856 |