Quality of service in textile industry: evaluation of customers retailers
Autor(a) principal: | |
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Data de Publicação: | 2012 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Eletrônica de Estratégia e Negócios |
Texto Completo: | https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/766 |
Resumo: | This study aims to analyze the perception of the retail customers of a textile industry about the quality of services. Some studies have investigated the perception of quality of textile products, but are still incipient the studies that analyze the perceived quality of services provided by these companies. Researches of this nature become important because, besides of producing and marketing products, the textile industries also operate in providing various services to its customers, even those integrated in the sale of household products. The quality of these services can make a difference on how these companies obtain the satisfaction of its customers, adding value to products. We conducted a survey with the application of a structured questionnaire based on SERVQUAL model, on 130 retail customers of a textile company. For data analysis, descriptive statistics was used to identify the gaps in the analysis of this model. The SERVQUAL model has identified the major gaps between expectation and perception of quality, which can assist the company in defining priorities and actions for improvement. In this sense, are presented some managerial implications for the company studied. This study also intends to help the organization on implementing explicit criteria of quality in service delivery. |
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Quality of service in textile industry: evaluation of customers retailersQualidade dos serviços em indústria têxtil: avaliação de clientes varejistasquality of ServicesSERVQUALThe Textile Industryqualidade dos ServiçosSERVQUALIndústria Têxtil. This study aims to analyze the perception of the retail customers of a textile industry about the quality of services. Some studies have investigated the perception of quality of textile products, but are still incipient the studies that analyze the perceived quality of services provided by these companies. Researches of this nature become important because, besides of producing and marketing products, the textile industries also operate in providing various services to its customers, even those integrated in the sale of household products. The quality of these services can make a difference on how these companies obtain the satisfaction of its customers, adding value to products. We conducted a survey with the application of a structured questionnaire based on SERVQUAL model, on 130 retail customers of a textile company. For data analysis, descriptive statistics was used to identify the gaps in the analysis of this model. The SERVQUAL model has identified the major gaps between expectation and perception of quality, which can assist the company in defining priorities and actions for improvement. In this sense, are presented some managerial implications for the company studied. This study also intends to help the organization on implementing explicit criteria of quality in service delivery. Este estudo objetivou verificar a percepção dos clientes varejistas de uma indústria do setor têxtil a respeito da qualidade dos serviços por ela prestados. Alguns estudos têm investigado a percepção da qualidade de produtos têxteis, porém ainda são incipientes os que analisam a percepção da qualidade dos serviços prestados por essas empresas. Pesquisas dessa natureza tornam-se importantes, pois, além de produzir e comercializar produtos, as indústrias do setor têxtil atuam na prestação de diferentes serviços a seus clientes, mesmo que agregados à venda dos produtos. A qualidade desses serviços pode se tornar um diferencial dessas empresas na satisfação de seus clientes, agregando valor aos produtos. Realizou-se um levantamento, por meio da aplicação de um questionário estruturado, baseado no modelo SERVQUAL, a 130 clientes varejistas de uma empresa têxtil. Para a análise dos dados, empregou-se estatística descritiva para identificar os gaps oriundos da análise deste modelo. O modelo SERVQUAL permitiu identificar os maiores gaps existentes entre expectativa e percepção da qualidade, o que pode auxiliar a empresa a definir prioridades e ações de melhoria. Nesse sentido, apresentaram-se algumas implicações gerenciais na empresa pesquisada. Este estudo também intenciona contribuir para que a empresa implante critérios explícitos de qualidade na prestação de serviços. Universidade do Sul de Santa Catarina2012-05-11info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/76610.19177/reen.v5e12012200-223Revista Eletrônica de Estratégia & Negócios; v. 5 n. 1 (2012); 200-2231984-33721984-3372reponame:Revista Eletrônica de Estratégia e Negóciosinstname:Universidade do Sul de SC (UNISUL)instacron:UNISULporhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/766/784Santos, Leomar dosKoerich, Gildo JoséBach, Tatiana MarcedaWalter, Silvana Anitainfo:eu-repo/semantics/openAccess2016-07-07T16:41:59Zoai:portaldeperiodicos.animaeducacao.com.br:article/766Revistahttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeNPRIhttps://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/oaiterezinha.angeloni@unisul.br||ademar.unisul@gmail.com1984-33721984-3372opendoar:2022-11-08T11:08:22.762373Revista Eletrônica de Estratégia e Negócios - Universidade do Sul de SC (UNISUL)false |
dc.title.none.fl_str_mv |
Quality of service in textile industry: evaluation of customers retailers Qualidade dos serviços em indústria têxtil: avaliação de clientes varejistas |
title |
Quality of service in textile industry: evaluation of customers retailers |
spellingShingle |
Quality of service in textile industry: evaluation of customers retailers Santos, Leomar dos quality of Services SERVQUAL The Textile Industry qualidade dos Serviços SERVQUAL Indústria Têxtil. |
title_short |
Quality of service in textile industry: evaluation of customers retailers |
title_full |
Quality of service in textile industry: evaluation of customers retailers |
title_fullStr |
Quality of service in textile industry: evaluation of customers retailers |
title_full_unstemmed |
Quality of service in textile industry: evaluation of customers retailers |
title_sort |
Quality of service in textile industry: evaluation of customers retailers |
author |
Santos, Leomar dos |
author_facet |
Santos, Leomar dos Koerich, Gildo José Bach, Tatiana Marceda Walter, Silvana Anita |
author_role |
author |
author2 |
Koerich, Gildo José Bach, Tatiana Marceda Walter, Silvana Anita |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Santos, Leomar dos Koerich, Gildo José Bach, Tatiana Marceda Walter, Silvana Anita |
dc.subject.por.fl_str_mv |
quality of Services SERVQUAL The Textile Industry qualidade dos Serviços SERVQUAL Indústria Têxtil. |
topic |
quality of Services SERVQUAL The Textile Industry qualidade dos Serviços SERVQUAL Indústria Têxtil. |
description |
This study aims to analyze the perception of the retail customers of a textile industry about the quality of services. Some studies have investigated the perception of quality of textile products, but are still incipient the studies that analyze the perceived quality of services provided by these companies. Researches of this nature become important because, besides of producing and marketing products, the textile industries also operate in providing various services to its customers, even those integrated in the sale of household products. The quality of these services can make a difference on how these companies obtain the satisfaction of its customers, adding value to products. We conducted a survey with the application of a structured questionnaire based on SERVQUAL model, on 130 retail customers of a textile company. For data analysis, descriptive statistics was used to identify the gaps in the analysis of this model. The SERVQUAL model has identified the major gaps between expectation and perception of quality, which can assist the company in defining priorities and actions for improvement. In this sense, are presented some managerial implications for the company studied. This study also intends to help the organization on implementing explicit criteria of quality in service delivery. |
publishDate |
2012 |
dc.date.none.fl_str_mv |
2012-05-11 |
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://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/766 10.19177/reen.v5e12012200-223 |
url |
https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/766 |
identifier_str_mv |
10.19177/reen.v5e12012200-223 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://portaldeperiodicos.animaeducacao.com.br/index.php/EeN/article/view/766/784 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade do Sul de Santa Catarina |
publisher.none.fl_str_mv |
Universidade do Sul de Santa Catarina |
dc.source.none.fl_str_mv |
Revista Eletrônica de Estratégia & Negócios; v. 5 n. 1 (2012); 200-223 1984-3372 1984-3372 reponame:Revista Eletrônica de Estratégia e Negócios instname:Universidade do Sul de SC (UNISUL) instacron:UNISUL |
instname_str |
Universidade do Sul de SC (UNISUL) |
instacron_str |
UNISUL |
institution |
UNISUL |
reponame_str |
Revista Eletrônica de Estratégia e Negócios |
collection |
Revista Eletrônica de Estratégia e Negócios |
repository.name.fl_str_mv |
Revista Eletrônica de Estratégia e Negócios - Universidade do Sul de SC (UNISUL) |
repository.mail.fl_str_mv |
terezinha.angeloni@unisul.br||ademar.unisul@gmail.com |
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1800220657074569217 |