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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doaj-4769153f8cb24155a0ad6cbceae9a1d42020-11-25T00:52:54ZengUniversidade Estadual PaulistaGEPROS: Gestão da Produção, Operações e Sistemas1984-24302019-03-011401224710.15675/gepros.v14i1.2046Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companiesMatheus Luiz Ferreira de Carvalho0Sandra Miranda Neves1Lílian Barros Pereira Campos2Carlos Henrique de Oliveira3Universidade Federal de ItajubáUniversidade Federal de ItajubáUniversidade Federal de ItajubáUniversidade Federal de ItajubáFor 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, the company is offering to him. In this regard, the objective of the present work is to perform a quality analysis in a retail company and compare it with the perceptions of clients from a benchmark company. For this, through a case study, 60 questionnaires were submitted to two companies operating in the same market segment. The results obtained were: i) the SERVQUAL tool is not widely used in the market segment in which the companies operate; ii) the strength of the Company 1 is the Empathy dimension and the strength of the Benchmark Company is its Responsiveness; iii) both companies present opportunities for improvement in the Tangible dimension (physical facilities); iv) despite the Benchmark Company getting, in general, better results, there are areas where Company 1 is more developed, such as, individualized attention.https://revista.feb.unesp.br/index.php/gepros/article/view/2046Service qualitySERVQUALBenchmarkingRetailer company |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Matheus Luiz Ferreira de Carvalho Sandra Miranda Neves Lílian Barros Pereira Campos Carlos Henrique de Oliveira |
spellingShingle |
Matheus Luiz Ferreira de Carvalho Sandra Miranda Neves Lílian Barros Pereira Campos Carlos Henrique de Oliveira Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies GEPROS: Gestão da Produção, Operações e Sistemas Service quality SERVQUAL Benchmarking Retailer company |
author_facet |
Matheus Luiz Ferreira de Carvalho Sandra Miranda Neves Lílian Barros Pereira Campos Carlos Henrique de Oliveira |
author_sort |
Matheus Luiz Ferreira de Carvalho |
title |
Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
title_short |
Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
title_full |
Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
title_fullStr |
Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
title_full_unstemmed |
Application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
title_sort |
application of the servqual tool for analysis of service quality and benchmarking: case study in retail companies |
publisher |
Universidade Estadual Paulista |
series |
GEPROS: Gestão da Produção, Operações e Sistemas |
issn |
1984-2430 |
publishDate |
2019-03-01 |
description |
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, the company
is offering to him. In this regard, the objective of the present work is to perform a quality analysis in a retail company and compare it with the perceptions of clients from a benchmark company. For
this, through a case study, 60 questionnaires were submitted to two companies operating in the same market segment. The results obtained were: i) the SERVQUAL tool is not widely used in the market segment in which the companies operate; ii) the strength of the Company 1 is the Empathy dimension and the strength of the Benchmark Company is its Responsiveness; iii) both companies present opportunities for improvement in the Tangible dimension (physical facilities); iv) despite the Benchmark
Company getting, in general, better results, there are areas where Company 1 is more developed, such as, individualized attention. |
topic |
Service quality SERVQUAL Benchmarking Retailer company |
url |
https://revista.feb.unesp.br/index.php/gepros/article/view/2046 |
work_keys_str_mv |
AT matheusluizferreiradecarvalho applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies AT sandramirandaneves applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies AT lilianbarrospereiracampos applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies AT carloshenriquedeoliveira applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies |
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