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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2017-05-01
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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 |
work_keys_str_mv |
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