Evaluation of perceived quality service by site of social networks

Detalhes bibliográficos
Autor(a) principal: Azevedo, Tiago
Data de Publicação: 2016
Outros Autores: Nodari, Cristine Hermann, Salvagni, Julice, Veiga Neto, Alipio Ramos
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista Ciências Administrativas (Fortaleza. Online)
Texto Completo: https://ojs.unifor.br/rca/article/view/4264
Resumo: The service sector is the key to economic growth and job creation in Brazil. Measure the quality of service provision is essential to the development of the sector. The growing phenomenon of social networking sites, and the grip of a major part of the population have this medium as an opportunity for understanding the consumer of services and how the window for observing their perception of the quality of services. The purpose of this study was to identify the five dimensions of service quality in posts made by consumers of a restaurant on your page on a social networking site. These posts were content analyzed for semantic clusters that could be categorized within these dimensions. The results validated through the model of service quality gaps show that the social networking sites appear as an important source of information for companies about the expectations, perceptions and satisfaction of its customers. Still stood out limitations on the low standardization of data from social networks, and consumer behavior of heterogeneity regarding different brands. The article reveals opportunities for further studies both in the field of service quality perceived as the exploitation of social networking sites as a source of data for further research. Keywords: Social Networks. Service quality. Marketing Services.
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spelling Evaluation of perceived quality service by site of social networksAvaliação da qualidade percebida de um serviço por meio de site de redes sociais (Evaluation of perceived quality service by site of social networks)The service sector is the key to economic growth and job creation in Brazil. Measure the quality of service provision is essential to the development of the sector. The growing phenomenon of social networking sites, and the grip of a major part of the population have this medium as an opportunity for understanding the consumer of services and how the window for observing their perception of the quality of services. The purpose of this study was to identify the five dimensions of service quality in posts made by consumers of a restaurant on your page on a social networking site. These posts were content analyzed for semantic clusters that could be categorized within these dimensions. The results validated through the model of service quality gaps show that the social networking sites appear as an important source of information for companies about the expectations, perceptions and satisfaction of its customers. Still stood out limitations on the low standardization of data from social networks, and consumer behavior of heterogeneity regarding different brands. The article reveals opportunities for further studies both in the field of service quality perceived as the exploitation of social networking sites as a source of data for further research. Keywords: Social Networks. Service quality. Marketing Services.O setor de serviços representa a chave para o crescimento da economia e a geração de empregos no Brasil. Mensurar a qualidade da prestação de serviços é essencial para a evolução do setor. O fenômeno de crescimento dos sites de redes sociais, e a aderência de uma parte importante da população, apresentam este meio como oportunidade para a compreensão do consumidor de serviços e como janela para a observação de sua percepção sobre a qualidade de serviços. A proposta deste trabalho foi identificar as cinco dimensões da qualidade de serviços em postagens feitas pelos consumidores de um restaurante em sua página em um site de redes sociais. Estas postagens tiveram seu conteúdo analisado em busca de aglomerados semânticos que pudessem ser categorizados dentro destas dimensões. Os resultados, validados através do modelo de lacunas da qualidade de serviços, demonstram que os sites de redes sociais figuram como importante fonte de informações para empresas acerca das expectativas, percepções e satisfação de seus clientes. Ainda se destacaram limitações quanto à baixa padronização dos dados oriundos das redes sociais, e a heterogeneidade de comportamento dos consumidores a respeito de diferentes marcas. O artigo revela oportunidades para novos estudos tanto no campo da qualidade de serviços percebida quanto na exploração dos sites de redes sociais como fonte de dados para novas pesquisas. DOI: 10.5020/2318-0722.2016.v22n1p162Universidade de Fortaleza2016-03-28info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/xmlhttps://ojs.unifor.br/rca/article/view/426410.5020/2318-0722.2016.v22n1p162Revista Ciências Administrativas; v. 22 n. 1 (2016); 1622318-0722reponame:Revista Ciências Administrativas (Fortaleza. Online)instname:Universidade de Fortaleza (UNIFOR)instacron:UNIFORporhttps://ojs.unifor.br/rca/article/view/4264/pdfhttps://ojs.unifor.br/rca/article/view/4264/xmlAzevedo, TiagoNodari, Cristine HermannSalvagni, JuliceVeiga Neto, Alipio Ramosinfo:eu-repo/semantics/openAccess2020-04-02T17:56:02Zoai:ojs.ojs.unifor.br:article/4264Revistahttps://periodicos.unifor.br/rcahttp://ojs.unifor.br/index.php/rca/oai||revcca@unifor.br|| sergioforte@unifor.br2318-07221414-0896opendoar:2020-04-02T17:56:02Revista Ciências Administrativas (Fortaleza. Online) - Universidade de Fortaleza (UNIFOR)false
dc.title.none.fl_str_mv Evaluation of perceived quality service by site of social networks
Avaliação da qualidade percebida de um serviço por meio de site de redes sociais (Evaluation of perceived quality service by site of social networks)
title Evaluation of perceived quality service by site of social networks
spellingShingle Evaluation of perceived quality service by site of social networks
Azevedo, Tiago
title_short Evaluation of perceived quality service by site of social networks
title_full Evaluation of perceived quality service by site of social networks
title_fullStr Evaluation of perceived quality service by site of social networks
title_full_unstemmed Evaluation of perceived quality service by site of social networks
title_sort Evaluation of perceived quality service by site of social networks
author Azevedo, Tiago
author_facet Azevedo, Tiago
Nodari, Cristine Hermann
Salvagni, Julice
Veiga Neto, Alipio Ramos
author_role author
author2 Nodari, Cristine Hermann
Salvagni, Julice
Veiga Neto, Alipio Ramos
author2_role author
author
author
dc.contributor.author.fl_str_mv Azevedo, Tiago
Nodari, Cristine Hermann
Salvagni, Julice
Veiga Neto, Alipio Ramos
description The service sector is the key to economic growth and job creation in Brazil. Measure the quality of service provision is essential to the development of the sector. The growing phenomenon of social networking sites, and the grip of a major part of the population have this medium as an opportunity for understanding the consumer of services and how the window for observing their perception of the quality of services. The purpose of this study was to identify the five dimensions of service quality in posts made by consumers of a restaurant on your page on a social networking site. These posts were content analyzed for semantic clusters that could be categorized within these dimensions. The results validated through the model of service quality gaps show that the social networking sites appear as an important source of information for companies about the expectations, perceptions and satisfaction of its customers. Still stood out limitations on the low standardization of data from social networks, and consumer behavior of heterogeneity regarding different brands. The article reveals opportunities for further studies both in the field of service quality perceived as the exploitation of social networking sites as a source of data for further research. Keywords: Social Networks. Service quality. Marketing Services.
publishDate 2016
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dc.identifier.uri.fl_str_mv https://ojs.unifor.br/rca/article/view/4264
10.5020/2318-0722.2016.v22n1p162
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dc.relation.none.fl_str_mv https://ojs.unifor.br/rca/article/view/4264/pdf
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dc.publisher.none.fl_str_mv Universidade de Fortaleza
publisher.none.fl_str_mv Universidade de Fortaleza
dc.source.none.fl_str_mv Revista Ciências Administrativas; v. 22 n. 1 (2016); 162
2318-0722
reponame:Revista Ciências Administrativas (Fortaleza. Online)
instname:Universidade de Fortaleza (UNIFOR)
instacron:UNIFOR
instname_str Universidade de Fortaleza (UNIFOR)
instacron_str UNIFOR
institution UNIFOR
reponame_str Revista Ciências Administrativas (Fortaleza. Online)
collection Revista Ciências Administrativas (Fortaleza. Online)
repository.name.fl_str_mv Revista Ciências Administrativas (Fortaleza. Online) - Universidade de Fortaleza (UNIFOR)
repository.mail.fl_str_mv ||revcca@unifor.br|| sergioforte@unifor.br
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