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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Main Authors: Matheus Luiz Ferreira de Carvalho, Sandra Miranda Neves, Lílian Barros Pereira Campos, Carlos Henrique de Oliveira
Format: Article
Language:English
Published: Universidade Estadual Paulista 2019-03-01
Series:GEPROS: Gestão da Produção, Operações e Sistemas
Subjects:
Online Access:https://revista.feb.unesp.br/index.php/gepros/article/view/2046
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spelling 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
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AT sandramirandaneves applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies
AT lilianbarrospereiracampos applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies
AT carloshenriquedeoliveira applicationoftheservqualtoolforanalysisofservicequalityandbenchmarkingcasestudyinretailcompanies
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