A study about the quality of the services provided by a technology laboratory
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Data de Publicação: | 2018 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Repositório Institucional da UFRGS |
Texto Completo: | http://hdl.handle.net/10183/184181 |
Resumo: | The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction. |
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Silva, Marcelo Benetti Correa daPagnussat, Daniel TregnagoBebber, SuélenMilan, Gabriel SperandioDal Soglio, Aline2018-10-30T02:38:25Z20181983-9308http://hdl.handle.net/10183/184181001079115The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction.application/pdfporExacta [recurso eletrônico]. São Paulo, SP. Vol. 16, n. 2 (2018), p. 107-117.Construção civilQualidade de serviçosLaboratório de tecnologiaService qualityService quality dimensionsSERVQUAL scaleCivil constructionTechnology laboratoryA study about the quality of the services provided by a technology laboratoryinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/otherinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFRGSinstname:Universidade Federal do Rio Grande do Sul (UFRGS)instacron:UFRGSORIGINAL001079115.pdfTexto completo (inglês)application/pdf1928566http://www.lume.ufrgs.br/bitstream/10183/184181/1/001079115.pdffe7326499b14ae54a96e77eb9ab11e47MD51TEXT001079115.pdf.txt001079115.pdf.txtExtracted Texttext/plain39808http://www.lume.ufrgs.br/bitstream/10183/184181/2/001079115.pdf.txtcf100e85422af741e710d5aeb1cf3f71MD52THUMBNAIL001079115.pdf.jpg001079115.pdf.jpgGenerated Thumbnailimage/jpeg1288http://www.lume.ufrgs.br/bitstream/10183/184181/3/001079115.pdf.jpg67c6ed3aaef754150876423453f9e3bcMD5310183/1841812018-11-29 02:46:29.486471oai:www.lume.ufrgs.br:10183/184181Repositório de PublicaçõesPUBhttps://lume.ufrgs.br/oai/requestopendoar:2018-11-29T04:46:29Repositório Institucional da UFRGS - Universidade Federal do Rio Grande do Sul (UFRGS)false |
dc.title.pt_BR.fl_str_mv |
A study about the quality of the services provided by a technology laboratory |
title |
A study about the quality of the services provided by a technology laboratory |
spellingShingle |
A study about the quality of the services provided by a technology laboratory Silva, Marcelo Benetti Correa da Construção civil Qualidade de serviços Laboratório de tecnologia Service quality Service quality dimensions SERVQUAL scale Civil construction Technology laboratory |
title_short |
A study about the quality of the services provided by a technology laboratory |
title_full |
A study about the quality of the services provided by a technology laboratory |
title_fullStr |
A study about the quality of the services provided by a technology laboratory |
title_full_unstemmed |
A study about the quality of the services provided by a technology laboratory |
title_sort |
A study about the quality of the services provided by a technology laboratory |
author |
Silva, Marcelo Benetti Correa da |
author_facet |
Silva, Marcelo Benetti Correa da Pagnussat, Daniel Tregnago Bebber, Suélen Milan, Gabriel Sperandio Dal Soglio, Aline |
author_role |
author |
author2 |
Pagnussat, Daniel Tregnago Bebber, Suélen Milan, Gabriel Sperandio Dal Soglio, Aline |
author2_role |
author author author author |
dc.contributor.author.fl_str_mv |
Silva, Marcelo Benetti Correa da Pagnussat, Daniel Tregnago Bebber, Suélen Milan, Gabriel Sperandio Dal Soglio, Aline |
dc.subject.por.fl_str_mv |
Construção civil Qualidade de serviços Laboratório de tecnologia |
topic |
Construção civil Qualidade de serviços Laboratório de tecnologia Service quality Service quality dimensions SERVQUAL scale Civil construction Technology laboratory |
dc.subject.eng.fl_str_mv |
Service quality Service quality dimensions SERVQUAL scale Civil construction Technology laboratory |
description |
The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction. |
publishDate |
2018 |
dc.date.accessioned.fl_str_mv |
2018-10-30T02:38:25Z |
dc.date.issued.fl_str_mv |
2018 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/other |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
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publishedVersion |
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http://hdl.handle.net/10183/184181 |
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1983-9308 |
dc.identifier.nrb.pt_BR.fl_str_mv |
001079115 |
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1983-9308 001079115 |
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http://hdl.handle.net/10183/184181 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.ispartof.pt_BR.fl_str_mv |
Exacta [recurso eletrônico]. São Paulo, SP. Vol. 16, n. 2 (2018), p. 107-117. |
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info:eu-repo/semantics/openAccess |
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openAccess |
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