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Copyright of Exacta is the property of Exacta - Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of GeSec: Revista de Gestao e Secretariado is the property of Sindicato das Secretarias e Secretarios do Estado de Sao Paulo (SINSESP) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

La satisfacción del cliente es determinante en el éxito empresarial debido a factores como la entrada de nuevos productos compatibles, la facilidad de acceso a la información, las demandas de los compradores, la elasticidad de la demanda y la creciente preocupación de los consumidores por temas como la salud y el cuidado del medio ambiente. El propósito de este manuscrito es evaluar los factores incidentes en la satisfacción del cliente desde un enfoque teórico con evidencia empírica a partir de postulados sobre la medición de la satisfacción y calidad del servicio al cliente. El método sigue un estudio concluyente con un enfoque cuantitativo y transversal. La recolección de información primaria se realizó mediante un instrumento estructurado y validado que se administró en tres ciudades de Colombia. Se utilizó la estadística descriptiva para la triangulación de datos a través de los programas Excel y SPSS. Se estima que los factores que inciden en la satisfacción del cliente se enfocan en aspectos como capacidad instalada, infraestructura, implementación de medidas sanitarias, atención al cliente y filosofía institucional. Asimismo, se concluye que es necesario implementar mecanismos de medición de la satisfacción del cliente, los cuales deben adaptarse a la cultura de cada región, las necesidades de los clientes y las características de los supermercados.

Copyright of Revista Gestão & Tecnologia is the property of Revista Gestao & Tecnologia and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

No ensino superior um parâmetro avaliado é a qualidade dos serviços. Uma ferramenta recorrentemente utilizada na avaliação de serviços no ensino superior é a SERVQUAL. Este estudo visa identificar como a SERVQUAL é acionada para a avaliação de serviços nas instituições de ensino superior de acordo com as publicações do quinquênio 2014-2019 da biblioteca eletrônica SPELL, a fim de identificar se a ferramenta satisfaz as necessidades de avaliação de serviços nas instituições de ensino superior e se possibilita a obtenção de dados confiáveis. Para tanto, buscou-se através de palavras-chave que combinem pelo menos dois termos entre os seguintes: Qualidade, SERVQUAL, Ensino Superior, Qualidade em Serviços, Avaliação, e Avaliação de Políticas Públicas. Da análise dos resultados percebeu-se que a ferramenta tem sido largamente utilizada, tanto no Brasil como no exterior, mostrando-se confiável para a avaliação dos serviços prestados por instituições de ensino superior.

The purpose of this article is to seek to know if the intrinsic characteristics of SERVQUAL and SERVPERF are responsible for the choice of these instruments for measuring quality in services by the academic community of Administration. To this end, a survey was conducted with the sample extracted from the Emerald database of articles published between the years 2012 and 2021. The result showed that there is a clear preference for SERVQUAL over SERVPERF, and the analysis of the justifications offered by the authors indicated that this preference derives only from the popularity of the first instrument. In conclusion, it was placed that this behavior would refer to the preference for staying in methodological comfort zones by researchers in Administration, to increase the chances of acceptance/publication of their studies. [ABSTRACT FROM AUTHOR]

Factors such as competitiveness, survival and innovation lead organizations to seek quality in their processes, seeking to deliver products that meet the customer expectations. Concerns about ways of to measure this attribute, especially in the service literature, are frequent. The aim of this research was to delimit, to explore and categorize the intellectual theoretical apparatus that supports the field (intellectual basis), from the topic of quality in services through a bibliometric analysis. The results demonstrate two connected networks, the first one centered in the study of Cronin and Taylor (1992) and other on Parasuraman, Zeithaml and Malhotra (2005). The analysis of the first network allows identifying a field initially formed by debates that arise around the service quality measurement tools. The categorization of studies according to their contexts/objectives allows classifying them as: Defenders, opponents, guiding and visionaries; showing the evolution of the field and a discourse around the Servqual. [ABSTRACT FROM AUTHOR]

Copyright of Revista de Ciências da Administração is the property of Universidade Federal de Santa Catarina, Departamento de Ciencias da Administracao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of GeSec: Revista de Gestao e Secretariado is the property of Sindicato das Secretarias e Secretarios do Estado de Sao Paulo (SINSESP) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Distant relationships with the client have gained predominance and become necessary during the period of social distancing. Faced with this new scenario, it has become essential to measure the quality of services provided in relation to consumer expectations and requirements. The aim of this study is to assess the quality of services of a vegan company which provides fried and baked savories through a delivery app. To collect data on the quality of service provided by the micro business, interviews and direct observation were used as well as the completion of the SERVQUAL questionnaire by the consumers. Analysis of this data showed a positive result in the large majority of the evaluated aspects and client expectations of this kind of service were identified. Most criteria were positively influenced by the delivery app. We can therefore conclude that the service offered contributes in a positive way to the client’s perception of quality of service. It should also be mentioned that most of the criteria are influenced by the delivery app, thus highlighting it as a relevant tool for organizational dynamics.

As ações de relacionamento à distância com o cliente têm ganhado preponderância e se tornaram necessárias durante o período de distanciamento social. Frente a este cenário, manifesta-se a necessidade da mensuração do desempenho da qualidade dos serviços prestados em relação às expectativas e necessidades dos consumidores. O objetivo deste estudo é avaliar a qualidade de serviços de uma empresa vegana do ramo de salgados fritos e assados realizados com o uso de um aplicativo de delivery. Para isto, são utilizados como procedimentos técnicos para coletar informações sobre a microempresa a entrevista e observação direta e para captar os dados sobre qualidade no serviço, a aplicação do questionário do modelo SERVQUAL com consumidores. Empreendida a análise SERVQUAL, foi encontrado resultado positivo em ampla maioria dos aspectos avaliados, além da identificação das expectativas dos clientes acerca deste tipo de serviço. A maioria dos critérios sofreu a influência positiva do aplicativo de delivery. Desta maneira, podemos concluir que o serviço ofertado contribui positivamente para a percepção por parte do consumidor da qualidade do serviço. Resta ainda mencionar que maioria dos critérios passa pela influência do aplicativo de delivery, evidenciando este como uma relevante ferramenta para a dinâmica organizacional.

Identificar as necessidades de satisfação dos clientes em relação à qualidade dos serviços prestados, por meios científicos auxilia a gestão das empresas, na diminuição dos índices de perda de clientes para a concorrência e no aumento da prospecção de novos clientes. Este estudo teve por objetivo evidenciar a importância de mensurar a qualidade da prestação de serviços contábeis, aplicando a escala SERVQUAL. A fim de alcançar o objetivo proposto, foi realizado estudo quantitativo, através de um estudo de caso. A população do estudo foi composta por clientes de um escritório de contabilidade estabelecido na cidade de Itajaí – SC. Através de análises estatísticas descritivas, os resultados apontam que o escritório analisado atende as necessidades e satisfaz os seus clientes ao prestar seus serviços, entretanto alguns aspectos negativos foram identificados nas 5 dimensões propostas pelo modelo aplicado: investimento em novas tecnologias (tangibilidade), serviços e envio de informações confiáveis (confiabilidade), auxílio ao cliente (responsividade), gentileza dos funcionários (segurança), e atendimento personalizado (empatia). Estes aspectos merecem atenção dos gestores visando melhorar a qualidade na prestação do serviço, seu desempenho, a prospecção de novos clientes e a sua fidelização. Todavia, verificou-se a importância de mensurar a qualidade da prestação dos serviços contábeis, os resultados evidenciam que questões de relacionamento merecem total atenção, pois o atendimento individualizado, agilidade e ética na prestação dos serviços, propicia melhorias na prestação do serviço, tornando-o mais confiável e hábil.

As an important component of the global logistics chain, the airline industry has great advantages for the entire world, whether economically or optimizing the time between transport. However, the coronavirus pandemic that started in 2020 had severe impacts on the sector, reducing its activity and restricting its operations. Therefore, it was necessary to adapt to the requirements imposed by health agencies in order to guarantee the activity in a safe manner for everyone involved, with investments in sanitation and change of protocols in the provision of the service, especially in the air transport of passengers. Thus, this study aims to analyze quality expectations from the perspective of air service consumers, with regard to the provision of air passenger service during the pandemic. Through the SERVQUAL tool, it could be seen that consumers expect the air service to be done safely, ensuring hygiene and effective communication with its users. This research allows us to understand the behavior of air transport consumers in Brazil and what can be expected from airlines with regard to quality service. [ABSTRACT FROM AUTHOR]

Copyright of Revista de Tecnologia Aplicada is the property of Faculdade Campo Limpo Paulista and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Gestão Organizacional (RGO) is the property of Revista Gestao Organizacional and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Opara: Ciências Contemporâneas Aplicadas is the property of Revista OPARA and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Fatec Zona Sul (REFAS) is the property of Revista Fatec Zona Sul (REFAS) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

A qualidade de serviço é um importante parâmetro decisório empregado pelos clientes para adesão ou indicação de serviços. O conhecimento da lacuna existente entre as expectativas de telespectadores e anunciantes de uma emissora de TV acerca do seu serviço e a satisfação final, após a experiência com o serviço, permite conduzir a melhorias significativas na prestação do serviço. O presente estudo teve o objetivo de analisar a qualidade dos serviços de uma emissora de TV de abrangência regional sob a perspectiva de seus anunciantes e telespectadores. Utilizando a metodologia do modelo SERVQUAL, adaptado para o segmento de emissoras de TV, nas cincos dimensões da qualidade mensuradas por meio de uma escala numérica. A emissora na perspectiva dos anunciantes traz um retorno esperado ao negócio. Para os telespectadores a emissora atende exatamente o esperado e estão satisfeitos com a programação local ainda que precise melhorar quando o assunto é interação com o público. O conhecimento das expectativas e das experiências dos clientes é uma importante estratégia de aproximação do público alvo, alçando grandes oportunidades de crescimento.

Nos últimos anos, destaca-se a criação do Banco Nacional de Inventários do Ciclo de Vida, o SICV Brasil, que serve de base para amparar estudos de Avaliação do Ciclo de Vida (ACV). No entanto, para que um conjunto de dados seja elegível no SICV Brasil, deve-se atender aos 42 requisitos mínimos do guia Qualidata. Desse modo, este artigo surge com uma proposta de se criar o Qualidata-manufatura, a partir do Qualidata original. Para tanto, duas frentes foram propostas: i) revisar seus requisitos de forma a adequá-lo especificamente para processos oriundos da manufatura; e ii) propor um indicador para se medir a qualidade de um dataset de manufatura. Para atender as duas frentes foram propostas adaptações ao Qualidata original, além disso, o Qualidata-manufatura também foi testado em 2 cases focados em processos de usinagem, e para a avaliação da qualidade dos conjuntos de dados foi utilizada a escala SERVQUAL, que correlaciona expectativas versus percepções de qualidade. Entre os resultados, foram propostos 6 requisitos, sugerida a retirada de 4 e a modificação de 14 requisitos originais, o que culminou na proposta do Qualidata-manufatura composto por 40 requisitos. Já a aplicação da SERVQUAL nos estudos de caso se mostrou eficaz para análise da qualidade dos datasets gerados. Os resultados deste estudo contribuem para avanços na área de inventários do ciclo de vida de processos, e o Qualidata-manufatura poderia ser utilizado como material suplementar ao Qualidata original, além da possibilidade da SERVQUAL ser adotada para avaliação da qualidade de novos datasets submetidos ao SICV Brasil.

The quality of the educational service is one of the factors that is present as the objective of every university institution and, therefore, the quality of training of professionals in Peru, both in its face-to-face and remote modality. The objective of the research was to determine the association of expectation and perception of the quality of educational service provided by the National University of Education. The selected exhibition consisted of 189 students from the Faculty of Social Sciences and Humanities. They responded to the survey based on the SERVQUAL model that measures the expectation of students of a university of excellence and the perception of educational service that is offered by the institution. The association between the two variables was evaluated through Spearman's Rho correlation. The results demonstrate a weak association of student expectation and perception variables at a significance level of 0.05. Likewise, these results are extended to the security dimension, in contrast to the other dimensions such as tangibility, responsiveness, empathy and reliability. This means that the gaps (P-E) that are the differences between perception (P) and Expectations (E) suggest that improvement plans must be implemented to obtain the quality of educational service that students demand.

For companies to be able to succeed in sales, it is necessary to provide quality services, and to achieve that it is extremely important to meet the expectations of its consumers. The SERVQUAL tool allows for the analysis of what the customer expects of a certain type of service and what, in fact, the company is offering to him. In this regard, the objective of the present work is to perform a quality analysis in a retail company and compare it with the perceptions of clients from a benchmark company. For this, through a case study, 60 questionnaires were submitted to two companies operating in the same market segment. The results obtained were: i) the SERVQUAL tool is not widely used in the market segment in which the companies operate; ii) the strength of the Company 1 is the Empathy dimension and the strength of the Benchmark Company is its Responsiveness; iii) both companies present opportunities for improvement in the Tangible dimension (physical facilities); iv) despite the Benchmark Company getting, in general, better results, there are areas where Company 1 is more developed, such as, individualized attention.

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Brazilian Business Law Journal / Administração de Empresas em Revista is the property of Administracao de Empresas em Revista and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Evaluating and reassessing the quality of adjusting the needs of your community are necessary activities for any library. This study uses the Metrics Servqual - of Parasuraman, Zeithaml and Berry (1985), to analyze the expectations and perception of the members of the Transcol Library in relation to the services offered by the librarian modules in the public transportation terms of the municipality of Vila Velha. This method proposes the analysis of the matrix importance & performance for the management of public libraries in relation to the five dimensions of quality: reliability, tangibility, sensitivity, assurance and empathy. The methodology of this investigation has a descriptive character with the use of the technique of critical incident. The results indicate that the members of the library attach greater importance to the 'assurance' dimension in relation to the provision of information services. [ABSTRACT FROM AUTHOR]

Evaluates the quality of services provided in the Reference Service of the Sectoral Library of the Arts Center of the Universidade Federal do Espírito Santo (UFES) using the method of Parasuraman, Zeithaml and Berry, the Servqual. Examines matrix at importance and satisfaction as a tool for data analysis in relation to the five dimensions of quality: Reliability, Empathy, Assurance, responsiveness and tangibility. The methodology of this study is kind of survey with the use of semistructured online questionnaire. The results of this research evidence that customers consider the Responsiveness dimension important, however, there is dissatisfaction. Another diagnostic demonstrates that the social perception of librarians and host require constant care requiring adjustments for an quality of service. Recommends the Servqual method to evaluate the quality of academic library and recognizes as a useful tool for management and decision making, highlights strong and weak points of the organizations, providing information from the perspective of customers. [ABSTRACT FROM AUTHOR]

This work presents the perceptions and expectations of the visitors about the services offered at the Murilo Mendes Art Museum (MAMM) of the Universida de Federal de Juiz de Fora, State of Minas Gerais, Brazil. This is an exploratory, descriptive, quantitative approach, aiming to diagnose the dimensions of quality: Reliability, Empathy, Assurance, Responsiveness and Tangibility. The technique adopted was the Servqual metric, with data collection by survey. The results indicate the validity and consistency of the approach, evidence that the respondents positively emphasize the tangibility dimension and pointing out a relatively low degree of dissatisfaction with the other four determinants of quality in services. It is concluded that the Servqual scale is appropriate to ascertain the quality in spaces of non-formal education and, especially, in the museum sphere, to enable improvement in the practices and process of service development. [ABSTRACT FROM AUTHOR]

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Opara: Ciências Contemporâneas Aplicadas is the property of Revista OPARA and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Revista Producao Online is the property of Associacao Brasileira de Engenharia de Producao and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Este artigo centra-se no desenvolvimento teórico de um modelo integrado para a avaliação e a melhoria da qualidade dos serviços de Internet Banking (IB). Após uma revisão da literatura e uma análise crítica dos estudos já elaborados sobre o uso integrado dos modelos de Kano, SERVQUAL e Quality Function Deployment (QFD), propõe-se um modelo integrado significativamente distinto daquele que tem vindo a ser utilizado na literatura. O modelo que se apresenta visa superar as desvantagens inerentes ao modelo integrador existente, contribuindo para um melhor entendimento da “voz do cliente” e para uma melhoria da qualidade dos serviços de IB. O artigo propõe tam

Los cambios en las empresas de alojamiento son causados principalmente por la creciente globalización y la creciente competencia. Cadenas hoteleras globales dominan la industria a pesar del creciente número de pequeños y medianos hoteles y otras capacidades de alojamiento. Esta investigación aborda los antecedentes y la estructura de la calidad del servicio en el contexto de empresas de alojamiento, además de los métodos comúnmente utilizados para medir su gestión en relación a la calidad del servicio otorgado hacia el cliente. Entre los métodos frecuentemente utilizados se encontraron el modelo SERVQUAL, HOTELQUAL, LODGSERV, SERVPERF y otras técnicas que ayudan a medir la satisfacción del cliente pudiendo ser en este caso diseño de cuestionarios, sistemas de sugerencias y reclamaciones y la técnica del Mistery Shoppers. Se realizó una revisión de literatura, que engloba artículos científicos publicados en diferentes revistas a nivel mundial. Se procesaron un total de 29 artículos, distribuidos de la siguiente manera: 19 artículos científicos, 6 libros y 4 proyectos de investigación que abordaron temas como la calidad del servicio y métodos de medición en el sector hotelero. Una vez revisada la bibliografía correspondiente se determinó que el método SERVQUAL es el más utilizado dentro de la medición de la calidad de servicio comparando las perspectivas vs las expectativas.

O artigo trata das percepções e expectativas dos visitantes sobre os serviços ofertados na Bienal do Livro da Zona Da Mata, em Juiz de Fora – Minas Gerais (Brasil). Apresenta um estudo exploratório, descritivo, de abordagem quantitativa, visando diagnosticar as dimensões da qualidade: Confiabilidade, Empatia, Garantia, Receptividade e Tangibilidade. Por meio de um questionário Likert foram coletados, de forma não probabilística, dados entre os 14 a 19 de junho de 2016. Os resultados indicam a validade e consistência da abordagem, evidência que a maior lacuna abrange os itens tangíveis. Conclui-se que a métrica Servqual é adequada para empoderar os interagentes e pautar possíveis melhorias no processo de desenvolvimento de serviços.

Desde os anos 1980 discute-se como mensurar a qualidade dos serviços prestados, especialmente por que cada vez mais tem-se algum tipo de serviço associado aos produtos comercializados. Entretanto, a escala proposta por Parasuraman, Zeithaml e Berry, nomeada SERVQUAL, não é uma unanimidade até hoje. Além das críticas quanto a diversos aspectos, inclusive estatísticos, a escala SERVPERF obtém resultados iguais ou melhores do que sua antecessora, mas mesmo assim também não é uma unanimidade. Em síntese, a SERVQUAL apresenta 22 variáveis dispostas nas seguintes dimensões: tangíveis, confiabilidade, receptividade, segurança e empatia. A SERVPERF utiliza as mesmas variáveis e dimensões, contudo, ao invés de analisar o gap existente entre as expectativas e a performance do serviço executado, capta a percepção do cliente apenas após o consumo do serviço. O presente ensaio, a partir da literatura da área de marketing de serviços, buscou apontar as vantagens e desvantagens de cada uma dessas escalas e assim propor à comunidade científica um novo debate, mais fundamentado, sobre as referidas escalas. O estudo demonstrou o crescimento do interesse no tema e como contribuição apontou as principais vantagens e desvantagens de cada uma dessas escalas.

This work aims to analyze the articles published in the international literature on service quality focusing on the SERVQUAL and SERVPERF methodologies, taking into account the publications’ evolution over time, the main authors, the main journals, the most cited papers, and older papers. The study also aims to identify which method is most commonly used for assessing service quality: SERVQUAL or SERVPERF? The ProQuest scientific database was used to conduct the analysis. The results show an increasing number of publications, especially after 2009. SERVQUAL was seen to be the main method for assessing service quality. In addition, a selection of the main papers related to service quality is presented. The study proves to be important in providing a starting point for the bibliography on service quality for both methods.

The paper presents the perceptions and expectations of the visitors about the services offered at the Museum of Life Sciences (MCV) of the Federal University of Espírito Santo. It presents an exploratory, descriptive, quantitative approach, aiming to diagnose the dimensions of quality: Reliability, Empathy, Assurance, Responsiveness and Tangibility. The methodology uses a descriptive character of quantitative nature, characterized as a survey type survey. The results indicate the validity and consistency of the approach, evidence that respondents positively emphasize the tangibility dimension and there is a relatively small degree of dissatisfaction with the other four dimensions. It is concluded that the metric Servqual is adequate to ascertain the quality in spaces of non-formal education and, specifically in the museological sphere guides possible improvements in the service development process. [ABSTRACT FROM AUTHOR]

Evaluating and reassessing the quality of adjusting the needs of your community are necessary activities for any library. This study uses the Metrics Servqual - of Parasuraman, Zeithaml and Berry (1985), to analyze the expectations and perception of the members of the Transcol Library in relation to the services offered by the librarian modules in the public transportation terms of the municipality of Vila Velha. This method proposes the analysis of the matrix importance & performance for the management of public libraries in relation to the five dimensions of quality: reliability, tangibility, sensitivity, assurance and empathy. The methodology of this investigation has a descriptive character with the use of the technique of critical incident. The results indicate that the members of the library attach greater importance to the 'assurance' dimension in relation to the provision of information services. [ABSTRACT FROM AUTHOR]

The service sector grows day by day and this segment is developing with new technologies, allowing more security to those involved, both for those who provide the service and for those who receive the service. However, in order to satisfy a customer with the service that is offered, it is necessary to identify what must be modified in the organization, in a way that will meet the expectations of the customers. In this research we sought to understand the gaps found in the quality of service provided by english school. Being an institute of languages that has a differentiated methodology and thus, through the service that is provided, identify the expectations of the clients and their perception about the service. This research was based on the SERVQUAL scale, which is a quality measurement instrument, it is divided into five dimensions, the dimensions of tangibility, reliability, understanding, security and empathy, so that it is better compared to the clients' perception, being 51 respondents involving even the parents of the students who are less than 18 years. With the application of the questionnaire based on the SERVQUAL tool, it is possible to report which of the strongest points that students perceive and which weaknesses exist in the provision of services that should be improved. [ABSTRACT FROM AUTHOR]

Contexto: A avaliação da qualidade percebida é uma peça fundamental para a gestão da qualidade em saúde. Este estudo recorre ao SERVQUAL para avaliar a qualidade percebida pelos utentes da radiologia de um hospital público português e o impacto que os fatores sociodemográficos exercem sobre a mesma. A radiologia do hospital não possuía uma avaliação recente da qualidade, nem conhecia o impacto dos fatores sociodemográficos. Também não existem estudos com aplicação do SERVQUAL em radiologia e os resultados de estudos existentes sobre o impacto dos fatores sociodemográficos na qualidade percebida são controversos. Objetivos: Avaliar (1) a qualidade percebida pelos utentes, (2) a relação entre a qualidade percebida e os fatores sociodemográficos dos utentes, (3) a relação entre a qualidade percebida e estado de saúde subjetivo dos utentes e (4) a relação entre a qualidade percebida e a qualidade da informação recebida pelos utentes. Materiais e métodos: Estudo quantitativo e transversal tendo como instrumento de recolha de dados uma versão modificada do SERVQUAL. Resultados: Os resultados obtidos mostraram que os índices da qualidade percebida dos utentes da radiologia são apenas correlacionados com o grau de escolaridade e com a qualidade da informação recebida. Conclusão: Os resultados sugerem que os utentes esperam mais da radiologia, uma vez que as suas perceções da qualidade do serviço não atingem o nível das expetativas. Os resultados sugerem também uma influência positiva significativa da qualidade da informação recebida sobre a qualidade percebida do serviço e uma influencia negativa significativa da escolaridade sobre a qualidade percebida. Os resultados sugerem ainda que monitorizar a qualidade do serviço percebido pelos utentes permitiria não só planear estratégias precisas de intervenção de alta efetividade no departamento de radiologia, como também monitorizar a resposta a essas ações, trazendo deste modo benefícios para a melhoria da qualidade dos cuidados prestados. [ABSTRACT FROM AUTHOR]

The changes in the Brazilian Higher Education industry have caused strong business pressures on local institutions, including increasing number of students per class. This trend rises risks for the institutions in failing at providing quality services. Several studies propose negative correlation between class size and education service quality. Thus, this study aims at evaluating the allegedly negative correlation between service quality and class size through students' own perspective (perceived quality). Based on the theoretical premises of Parasaruman et al. SERVQUAL Scale (1988) this research assumes a quantitative nature using descriptive and inferential statistics (Exploratory Factorial Analysis, Cronbach's alpha, correlation). The author did not find evidences of similar studies during the bibliographic review; showing the innovative and contributive value of the present research. The results show tendencies of possible negative correlation between class size and perceived quality. [ABSTRACT FROM AUTHOR]

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