Quality assessment in lan houses through the adaptation of the servqual instrument

This work was conducted with the objective of developing an adapted questionnaire from the SERVQUAL instrument to measure the quality of services provided by Lan Houses. In addition, the use of analysis Quartiles  was investigated in prioritizing the items to perform corrective actions to improve th...

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Bibliographic Details
Main Authors: Tiago José Menezes Gonçalves, Mischel Carmen Neyra Belderrain
Format: Article
Language:English
Published: Universidade Federal de Santa Catarina 2012-03-01
Series:Revista Produção Online
Subjects:
Online Access:http://producaoonline.org.br/rpo/article/view/882