USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION

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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Bibliographic Details
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:
Quality Management
Shopping Center
ServiceQuality
SERVQUAL
Service Dimensions.
Online Access:https://bjopm.emnuvens.com.br/bjopm/article/view/236

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