USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION

This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study...

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Main Authors: Larissa Maria Argollo de Arruda Falcão, Taciana de Barros Jerônimo, Fagner José Coutinho de Melo, Joas Tomaz de Aquino, Denise Dumke de Medeiros
Format: Article
Language:English
Published: Associação Brasileira de Engenharia de Produção (ABEPRO) 2017-05-01
Series:Brazilian Journal of Operations & Production Management
Subjects:
Online Access:https://bjopm.emnuvens.com.br/bjopm/article/view/236
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spelling doaj-e00bf8aeafe14d20a42e76604782c4e22020-11-25T01:02:48ZengAssociação Brasileira de Engenharia de Produção (ABEPRO)Brazilian Journal of Operations & Production Management2237-89602017-05-0114110.14488/BJOPM.2017.v14.n1.a9236USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTIONLarissa Maria Argollo de Arruda Falcão0Taciana de Barros Jerônimo1Fagner José Coutinho de Melo2Joas Tomaz de Aquino3Denise Dumke de Medeiros4UNIVERSIDADE FEDERAL DE PERNAMBUCO - UFPE CENTRO DE TECNOLOGIA E GEOCIÊNCIA - CTG GRUPO DE PESQUISA PLANASPUNIVERSIDADE FEDERAL DE PERNAMBUCO - UFPE CENTRO DE TECNOLOGIA E GEOCIÊNCIA - CTG GRUPO DE PESQUISA PLANASPUNIVERSIDADE FEDERAL DE PERNAMBUCO - UFPE CENTRO DE TECNOLOGIA E GEOCIÊNCIA - CTG GRUPO DE PESQUISA PLANASPUNIVERSIDADE FEDERAL DE PERNAMBUCO - UFPEUNIVERSIDADE FEDERAL DE PERNAMBUCO - UFPE CENTRO DE TECNOLOGIA E GEOCIÊNCIA - CTG GRUPO DE PESQUISA PLANASPThis  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.https://bjopm.emnuvens.com.br/bjopm/article/view/236Quality ManagementShopping CenterServiceQualitySERVQUALService Dimensions.
collection DOAJ
language English
format Article
sources DOAJ
author Larissa Maria Argollo de Arruda Falcão
Taciana de Barros Jerônimo
Fagner José Coutinho de Melo
Joas Tomaz de Aquino
Denise Dumke de Medeiros
spellingShingle Larissa Maria Argollo de Arruda Falcão
Taciana de Barros Jerônimo
Fagner José Coutinho de Melo
Joas Tomaz de Aquino
Denise Dumke de Medeiros
USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
Brazilian Journal of Operations & Production Management
Quality Management
Shopping Center
ServiceQuality
SERVQUAL
Service Dimensions.
author_facet Larissa Maria Argollo de Arruda Falcão
Taciana de Barros Jerônimo
Fagner José Coutinho de Melo
Joas Tomaz de Aquino
Denise Dumke de Medeiros
author_sort Larissa Maria Argollo de Arruda Falcão
title USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
title_short USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
title_full USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
title_fullStr USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
title_full_unstemmed USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION
title_sort using the servqual model to assessmall service quality and customer satisfaction
publisher Associação Brasileira de Engenharia de Produção (ABEPRO)
series Brazilian Journal of Operations & Production Management
issn 2237-8960
publishDate 2017-05-01
description This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.
topic Quality Management
Shopping Center
ServiceQuality
SERVQUAL
Service Dimensions.
url https://bjopm.emnuvens.com.br/bjopm/article/view/236
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