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...
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 |
Similar Items
-
An application of SERVQUAL to determine customer satisfaction of furniture retailers in Southern Africa : a cross-national study / Shaun Prithivirajh
by: Prithivirajh, Shaun
Published: (2014) -
An application of SERVQUAL to determine customer satisfaction of furniture retailers in Southern Africa : a cross-national study / Shaun Prithivirajh
by: Prithivirajh, Shaun
Published: (2014) -
Retail service quality as a base in purchasing decision
by: Sokolov-Mladenović Svetlana, et al.
Published: (2015-01-01) -
Identification of sectoral logistics service quality gaps by applying SERVQUAL method
by: Ieva Meidutė-Kavaliauskienė, et al.
Published: (2020-11-01) -
Benchmarking as a tool for improving the operations of transport companies
by: Savković Tatjana M., et al.
Published: (2015-01-01)