SERVQUAL model applied to higher education public administrative services

Objective: This article aims to report the application of the SERVQUAL model in a public higher education institution from the student body's perspective, in order to assess the Quality of administrative services. Methods: The SERVQUAL Model, which was developed by Parasuraman Zeithaml and Berr...

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Bibliographic Details
Main Authors: Mauri Cesar Soares, Olívio Novaski, Rosley Anholon
Format: Article
Published: Associação Brasileira de Engenharia de Produção (ABEPRO) 2017-09-01
Series:Brazilian Journal of Operations & Production Management
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