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...
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 |
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Format: | Article |
Language: | English |
Published: |
Associação Brasileira de Engenharia de Produção (ABEPRO)
2017-05-01
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Series: | Brazilian Journal of Operations & Production Management |
Subjects: | |
Online Access: | https://bjopm.emnuvens.com.br/bjopm/article/view/236 |
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