Evaluation services quality by means of Servqual scale of Parasuraman et al

Detalhes bibliográficos
Autor(a) principal: Stefano, Nara Medianeira
Data de Publicação: 2013
Outros Autores: Filho, Nelson Casarotto
Tipo de documento: Artigo
Idioma: por
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
DOI: 10.34624/ei.v0i6.6067
Texto Completo: https://doi.org/10.34624/ei.v0i6.6067
Resumo: The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. And a good performance of these operations supports competitiveness and establishes a relationship with the customer, consolidating the brand, market communications and etc. This study aims to evaluate the quality of services provided in two Leader Training Centers (LTC’s) in Santa Maria city – RS/Brazil, as well as identify which attributes of the dimensions of quality that surpass or not customers' expectations. To collect the data we elaborated a questionnaire adapted from the SERVQUAL model in its various dimensions of the quality in services. The results showed that, in general, companies have satisfactory results with regard to customer satisfaction. But have gaps for improvement.
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spelling Evaluation services quality by means of Servqual scale of Parasuraman et alAvaliação da qualidade dos serviços por meio da escala Servqual de Parasuraman et alThe rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. And a good performance of these operations supports competitiveness and establishes a relationship with the customer, consolidating the brand, market communications and etc. This study aims to evaluate the quality of services provided in two Leader Training Centers (LTC’s) in Santa Maria city – RS/Brazil, as well as identify which attributes of the dimensions of quality that surpass or not customers' expectations. To collect the data we elaborated a questionnaire adapted from the SERVQUAL model in its various dimensions of the quality in services. The results showed that, in general, companies have satisfactory results with regard to customer satisfaction. But have gaps for improvement.O rápido crescimento do setor de serviços em quase todas as economias do mundo criou uma quantidade significativa de operações nos serviços. E, um bom desempenho destas operações reforça a competitividade e estabelece um relacionamento com o cliente, consolidando a marca, a comunicação com o mercado e etc. Este trabalho tem como objetivo avaliar a qualidade dos serviços prestados, em dois Centros de Formação de Condutores (CFC’s) na cidade de Santa Maria - RS, bem como identificar quais os atributos das dimensões da qualidade que superam ou não as expectativas dos clientes. Para a coleta dos dados foi elaborado um questionário adaptado do modelo SERVQUAL, nas suas diversas dimensões da qualidade. Os resultados mostraram que, no geral, estas empresas apresentaram resultados satisfatórios em relação à satisfação dos clientes. Porém possuem lacunas para a melhoria.Instituto Superior de Contabilidade e Administração da Universidade de Aveiro2013-01-01T00:00:00Zjournal articlejournal articleinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.34624/ei.v0i6.6067oai:proa.ua.pt:article/6067Estudos do ISCA; No 6 (2013)Estudos do ISCA; n.º 6 (2013)1646-48500873-2019reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAPporhttps://proa.ua.pt/index.php/estudosdoisca/article/view/6067https://doi.org/10.34624/ei.v0i6.6067https://proa.ua.pt/index.php/estudosdoisca/article/view/6067/4468https://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessStefano, Nara MedianeiraFilho, Nelson Casarotto2022-09-22T16:24:19Zoai:proa.ua.pt:article/6067Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:59:30.498043Repositório 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 Evaluation services quality by means of Servqual scale of Parasuraman et al
Avaliação da qualidade dos serviços por meio da escala Servqual de Parasuraman et al
title Evaluation services quality by means of Servqual scale of Parasuraman et al
spellingShingle Evaluation services quality by means of Servqual scale of Parasuraman et al
Evaluation services quality by means of Servqual scale of Parasuraman et al
Stefano, Nara Medianeira
Stefano, Nara Medianeira
title_short Evaluation services quality by means of Servqual scale of Parasuraman et al
title_full Evaluation services quality by means of Servqual scale of Parasuraman et al
title_fullStr Evaluation services quality by means of Servqual scale of Parasuraman et al
Evaluation services quality by means of Servqual scale of Parasuraman et al
title_full_unstemmed Evaluation services quality by means of Servqual scale of Parasuraman et al
Evaluation services quality by means of Servqual scale of Parasuraman et al
title_sort Evaluation services quality by means of Servqual scale of Parasuraman et al
author Stefano, Nara Medianeira
author_facet Stefano, Nara Medianeira
Stefano, Nara Medianeira
Filho, Nelson Casarotto
Filho, Nelson Casarotto
author_role author
author2 Filho, Nelson Casarotto
author2_role author
dc.contributor.author.fl_str_mv Stefano, Nara Medianeira
Filho, Nelson Casarotto
description The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. And a good performance of these operations supports competitiveness and establishes a relationship with the customer, consolidating the brand, market communications and etc. This study aims to evaluate the quality of services provided in two Leader Training Centers (LTC’s) in Santa Maria city – RS/Brazil, as well as identify which attributes of the dimensions of quality that surpass or not customers' expectations. To collect the data we elaborated a questionnaire adapted from the SERVQUAL model in its various dimensions of the quality in services. The results showed that, in general, companies have satisfactory results with regard to customer satisfaction. But have gaps for improvement.
publishDate 2013
dc.date.none.fl_str_mv 2013-01-01T00:00:00Z
dc.type.driver.fl_str_mv journal article
journal article
info:eu-repo/semantics/article
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://doi.org/10.34624/ei.v0i6.6067
oai:proa.ua.pt:article/6067
url https://doi.org/10.34624/ei.v0i6.6067
identifier_str_mv oai:proa.ua.pt:article/6067
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://proa.ua.pt/index.php/estudosdoisca/article/view/6067
https://doi.org/10.34624/ei.v0i6.6067
https://proa.ua.pt/index.php/estudosdoisca/article/view/6067/4468
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Instituto Superior de Contabilidade e Administração da Universidade de Aveiro
publisher.none.fl_str_mv Instituto Superior de Contabilidade e Administração da Universidade de Aveiro
dc.source.none.fl_str_mv Estudos do ISCA; No 6 (2013)
Estudos do ISCA; n.º 6 (2013)
1646-4850
0873-2019
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
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dc.identifier.doi.none.fl_str_mv 10.34624/ei.v0i6.6067

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