Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies

For companies to be able to succeed in sales, it is necessary to provide quality services, and to achieve that it is extremely important to meet the expectations of its consumers. The SERVQUAL tool allows for the analysis of what the customer expects of a certain type of service and what, in fact, t...

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Bibliographic Details
Main Authors: Matheus Luiz Ferreira de Carvalho, Sandra Miranda Neves, Lílian Barros Pereira Campos, Carlos Henrique de Oliveira
Format: Article
Published: Universidade Estadual Paulista 2019-03-01
Series:GEPROS: Gestão da Produção, Operações e Sistemas
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