An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF
Autor(a) principal: | |
---|---|
Data de Publicação: | 2014 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/11110/822 |
Resumo: | This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles. |
id |
RCAP_94057eb7286ec9b2686482640b161e87 |
---|---|
oai_identifier_str |
oai:ciencipca.ipca.pt:11110/822 |
network_acronym_str |
RCAP |
network_name_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository_id_str |
7160 |
spelling |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERFUma avaliação empírica da satisfação do cliente e da qualidade de serviço: comparando SERVQUAL e SERVPERFqualityservperfservqualconfirmatory factor analysiscanonical correlationThis paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles.Revista Gestão Industrial2015-02-03T16:37:45Z2015-02-03T16:37:45Z2014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://hdl.handle.net/11110/822oai:ciencipca.ipca.pt:11110/822eng1808-0448http://hdl.handle.net/11110/822Machado, ManuelRibeiro, AlexandrinoBasto, Márioinfo: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:RCAAP2022-09-05T12:52:21Zoai:ciencipca.ipca.pt:11110/822Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:01:15.286571Repositório 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 |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF Uma avaliação empírica da satisfação do cliente e da qualidade de serviço: comparando SERVQUAL e SERVPERF |
title |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
spellingShingle |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF Machado, Manuel quality servperf servqual confirmatory factor analysis canonical correlation |
title_short |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
title_full |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
title_fullStr |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
title_full_unstemmed |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
title_sort |
An empirical assessment of customer satisfaction and quality of service: comparing SERVQUAL and SERVPERF |
author |
Machado, Manuel |
author_facet |
Machado, Manuel Ribeiro, Alexandrino Basto, Mário |
author_role |
author |
author2 |
Ribeiro, Alexandrino Basto, Mário |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Machado, Manuel Ribeiro, Alexandrino Basto, Mário |
dc.subject.por.fl_str_mv |
quality servperf servqual confirmatory factor analysis canonical correlation |
topic |
quality servperf servqual confirmatory factor analysis canonical correlation |
description |
This paper assesses the validity and reliability of two instruments measuring quality of service, the SERVPERF and SERVQUAL scales, replicated in a novel cultural settings, a Portuguese energy company. To provide insights and strategies for managerial intervention, a relation between customers’ satisfaction and quality of service is established. The empirical study suggests a superior convergent and predictive validity of SERVPERF scale to measure quality of service in this settings when comparing to SERVQUAL. The main differences of this study with previous ones, are that this one resorts on a confirmatory factor analysis, the validation of the instruments is performed by using the same measures suggested by their creators and extends the line of research to a novel cultural settings, a Portuguese energy company. Concerning the relationship between service quality and customers’ satisfaction, all of the quality of service attributes correlate almost equally to the satisfaction ones, with a lower weight concerning tangibles. |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014-01-01T00:00:00Z 2015-02-03T16:37:45Z 2015-02-03T16:37:45Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/11110/822 oai:ciencipca.ipca.pt:11110/822 |
url |
http://hdl.handle.net/11110/822 |
identifier_str_mv |
oai:ciencipca.ipca.pt:11110/822 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1808-0448 http://hdl.handle.net/11110/822 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Revista Gestão Industrial |
publisher.none.fl_str_mv |
Revista Gestão Industrial |
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 |
repository.mail.fl_str_mv |
|
_version_ |
1799129882685341696 |