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...

Full description

Bibliographic Details
Main Authors: Mauri Cesar Soares, Olívio Novaski, Rosley Anholon
Format: Article
Language:English
Published: Associação Brasileira de Engenharia de Produção (ABEPRO) 2017-09-01
Series:Brazilian Journal of Operations & Production Management
Subjects:
Online Access:https://bjopm.emnuvens.com.br/bjopm/article/view/329

Similar Items