Evaluation of perceived quality service by site of social networks
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Outros Autores: | , , |
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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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 |
dc.date.none.fl_str_mv |
2016-03-28 |
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://ojs.unifor.br/rca/article/view/4264 10.5020/2318-0722.2016.v22n1p162 |
url |
https://ojs.unifor.br/rca/article/view/4264 |
identifier_str_mv |
10.5020/2318-0722.2016.v22n1p162 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://ojs.unifor.br/rca/article/view/4264/pdf https://ojs.unifor.br/rca/article/view/4264/xml |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/xml |
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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1788165807970189312 |