The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
Autor(a) principal: | |
---|---|
Data de Publicação: | 2022 |
Outros Autores: | , , , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Research, Society and Development |
Texto Completo: | https://rsdjournal.org/index.php/rsd/article/view/27805 |
Resumo: | The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers. |
id |
UNIFEI_7f41345cf64cc6655e6173c954c73ecf |
---|---|
oai_identifier_str |
oai:ojs.pkp.sfu.ca:article/27805 |
network_acronym_str |
UNIFEI |
network_name_str |
Research, Society and Development |
repository_id_str |
|
spelling |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PAEl Uso de la Herramienta SERVQUAL para Medir la Calidad del Servicio en un Gimnasio de la ciudad de Abaetetuba-PAA Utilização da Ferramenta SERVQUAL para Mensurar a Qualidade do Serviço em uma Academia no município de Abaetetuba-PAGapGymQualityServiceSERVQUAL.BrechaGimnasioCalidadServicioSERVQUAL.GapAcademiaQualidadeServiçoSERVQUAL.The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers.El presente trabajo tiene como objetivo medir la calidad del servicio que se brinda en un gimnasio ubicado en la ciudad de Abaetetuba. Por lo tanto, se utilizó el modelo SERVQUAL con el fin de evaluar la expectativa y la realidad sobre los servicios prestados. La aplicación SERVQUAL se realizó en línea y a través de aplicaciones de mensajería instantánea, lo que generó brechas de satisfacción de los entrevistados. La encuesta se realizó a 60 clientes y con la ayuda del software Excel se logró obtener los gap´s individuales para cada dimensión, la cual mostró una mayor discrepancia en la pregunta 10, que se refiere a la disposición a ayudar a los clientes, que forma parte de la empatía,. dimensión que presentó un gap negativo con valor (-0.57). Luego de sopesar los datos recopilados y diagnosticar los puntos de insatisfacción de los clientes, se formuló una propuesta de mejora con la ayuda de la herramienta 5W1H para mejorar la satisfacción de los clientes del establecimiento.O presente trabalho visa mensurar a qualidade do serviço prestado em uma academia localizada na cidade de Abaetetuba. Diante disso, foi empregado o modelo SERVQUAL, a fim de avaliar a expectativa e a realidade acerca dos serviços prestados. A aplicação do SERVQUAL foi realizada de forma online e por meio de aplicativos de mensagem instantânea, que gerou os gap’s de satisfação dos entrevistados. A pesquisa foi realizada com 60 clientes e com o auxílio do software Excel foi possível obter os gap’s individuais e de cada dimensão, o que mostrou uma maior discrepância na pergunta 10, que diz respeito à vontade de ajudar os clientes, a mesma faz parte da dimensão empatia, que apresentou um gap negativo com valor (- 0,57). Após as ponderações dos dados coletados e diagnóstico dos pontos de insatisfação dos clientes, formulou-se uma proposta de melhoria com o auxílio da ferramenta 5W1H para melhorar a satisfação dos frequentadores do estabelecimento.Research, Society and Development2022-03-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/2780510.33448/rsd-v11i5.27805Research, Society and Development; Vol. 11 No. 5; e5611527805Research, Society and Development; Vol. 11 Núm. 5; e5611527805Research, Society and Development; v. 11 n. 5; e56115278052525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/27805/24322Copyright (c) 2022 Alex de Oliveira Lima; Harley dos Santos Martins; Nathalia Maciel Nogueira; Maria Bezerra Nobre; Ana Júlia Bezerra Nobre; Alanne Barros Amorimhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLima, Alex de Oliveira Martins, Harley dos SantosNogueira, Nathalia Maciel Nobre, Maria Bezerra Nobre, Ana Júlia Bezerra Amorim, Alanne Barros 2022-04-17T18:18:56Zoai:ojs.pkp.sfu.ca:article/27805Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:45:25.238788Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false |
dc.title.none.fl_str_mv |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA El Uso de la Herramienta SERVQUAL para Medir la Calidad del Servicio en un Gimnasio de la ciudad de Abaetetuba-PA A Utilização da Ferramenta SERVQUAL para Mensurar a Qualidade do Serviço em uma Academia no município de Abaetetuba-PA |
title |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
spellingShingle |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA Lima, Alex de Oliveira Gap Gym Quality Service SERVQUAL. Brecha Gimnasio Calidad Servicio SERVQUAL. Gap Academia Qualidade Serviço SERVQUAL. |
title_short |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
title_full |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
title_fullStr |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
title_full_unstemmed |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
title_sort |
The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA |
author |
Lima, Alex de Oliveira |
author_facet |
Lima, Alex de Oliveira Martins, Harley dos Santos Nogueira, Nathalia Maciel Nobre, Maria Bezerra Nobre, Ana Júlia Bezerra Amorim, Alanne Barros |
author_role |
author |
author2 |
Martins, Harley dos Santos Nogueira, Nathalia Maciel Nobre, Maria Bezerra Nobre, Ana Júlia Bezerra Amorim, Alanne Barros |
author2_role |
author author author author author |
dc.contributor.author.fl_str_mv |
Lima, Alex de Oliveira Martins, Harley dos Santos Nogueira, Nathalia Maciel Nobre, Maria Bezerra Nobre, Ana Júlia Bezerra Amorim, Alanne Barros |
dc.subject.por.fl_str_mv |
Gap Gym Quality Service SERVQUAL. Brecha Gimnasio Calidad Servicio SERVQUAL. Gap Academia Qualidade Serviço SERVQUAL. |
topic |
Gap Gym Quality Service SERVQUAL. Brecha Gimnasio Calidad Servicio SERVQUAL. Gap Academia Qualidade Serviço SERVQUAL. |
description |
The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-03-29 |
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 |
https://rsdjournal.org/index.php/rsd/article/view/27805 10.33448/rsd-v11i5.27805 |
url |
https://rsdjournal.org/index.php/rsd/article/view/27805 |
identifier_str_mv |
10.33448/rsd-v11i5.27805 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/27805/24322 |
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 |
Research, Society and Development |
publisher.none.fl_str_mv |
Research, Society and Development |
dc.source.none.fl_str_mv |
Research, Society and Development; Vol. 11 No. 5; e5611527805 Research, Society and Development; Vol. 11 Núm. 5; e5611527805 Research, Society and Development; v. 11 n. 5; e5611527805 2525-3409 reponame:Research, Society and Development instname:Universidade Federal de Itajubá (UNIFEI) instacron:UNIFEI |
instname_str |
Universidade Federal de Itajubá (UNIFEI) |
instacron_str |
UNIFEI |
institution |
UNIFEI |
reponame_str |
Research, Society and Development |
collection |
Research, Society and Development |
repository.name.fl_str_mv |
Research, Society and Development - Universidade Federal de Itajubá (UNIFEI) |
repository.mail.fl_str_mv |
rsd.articles@gmail.com |
_version_ |
1797052642064596992 |