Academic literature on the topic 'SERVPERF'
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Journal articles on the topic "SERVPERF"
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Abdullah, Firdaus. "HEdPERF versus SERVPERF." Quality Assurance in Education 13, no. 4 (December 2005): 305–28. http://dx.doi.org/10.1108/09684880510626584.
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Vanniarajan, T., and P. Gurunathan. "Servperf Analysis in Retail Banking." Review of Professional Management- A Journal of New Delhi Institute of Management 5, no. 1 (June 1, 2007): 11. http://dx.doi.org/10.20968/rpm/2007/v5/i1/100968.
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de Barros Jerônimo, Taciana, and Denise Medeiros. "Measuring quality service." International Journal of Quality & Reliability Management 31, no. 6 (May 27, 2014): 652–64. http://dx.doi.org/10.1108/ijqrm-06-2012-0095.
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Purpose – The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al., 1985) and price. Design/methodology/approach – The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied to the Inn. Findings – SERVPERF is based on the subjective and cognitive perception of customer's service analyses. ELECTRE TRI decreases the deviation of subjectivity and develops manager's energy flow, focussed on enterprise resources. Research limitations/implications – Measuring quality is hard work and usually the customer perceptions are not well understood, because it changes many times. In addition SERVPERF and ELECTRE TRI weights do not order the quality importance. Practical implications – Together, SERVPERF and ELECTRE TRI allow managers to prioritize the service level desired by the customer. Originality/value – The importance of this analysis follows the competitiveness approach: productivity, quality and flexibility (Boljwin and Kumpe, 1990). The paper develops an approach to lead organizational quality performance based on the customer view. It provides a sustainable competitive advantage.
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Sydorov, Mykola, Svitlana Salnikova, Yuriy Savelyev, and Oksana Oliinyk. "Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes." Sociological studios, no. 1(16) (June 30, 2020): 29–39. http://dx.doi.org/10.29038/2306-3971-2020-01-29-39.
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The purpose of this paper is to propose and empirically substantiate modification of SERVPERF instrument. We demonstrate difference in practical realization of SERVQUAL (Perceptions-Minus-Expectations) and modified SERVPERF (Performance-Minus-Expectation) based on qualitative and two quantitative methodological studies carried out at the Faculty of Sociology of Taras Shevchenko National University of Kyiv. We used questionnaire adaptation for higher educational institutes (HEI).The sample size of the quantitative studies (10 persons of 2nd year of education, 10 persons of 3nd year of education, 10 persons of 4th year of Bachelor degree program and 5 persons of 2nd year of Master degree program; every 4th student of each year of education) complies with the used statistical test and the sample size requirements for focus groups. To compare the instruments we used nonparametric Wilcoxon signed rank test implemented in the statistical programming package R. Our finding is that modified SERVPERF is more convenient for students, smaller and more useful for online surveys. So, the difference in mean values of answer’s levels is more significant between modified SERVPERF and normalized SERVQUAL than between modified SERVPERF and perceptions in SERVQUAL.
Although the research has limitation – it is reconnaissance one and made as a one of steps for adaptation and validation of models for service quality measuring in Ukrainian HEI based on survey of Taras Shevchenko National University of Kyiv students, however, the results of this methodological study allow other researchers to conduct representative studies using an adapted questionnaire of SERVQUAL at their universities. This result is important for service quality estimation which is needed for universities to monitor and improve the quality of their services and elaborate marketing strategy now.
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Lotko, Małgorzata, Magdalena Paździor, Piotr Paździor, Aleksander Lotko, Marcin Nowak, and Łukasz Wójtowicz. "Evaluation of the quality of banking services with the use of the SERVPERF method." Central European Review of Economics & Finance 22, no. 6 (December 31, 2017): 17–27. http://dx.doi.org/10.24136/ceref.2017.024.
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The purpose of this paper is to measure and evaluate the quality of banking services with the use of the SERVPERF method. The questionnaire method was applied in the study. The questionnaire was composed of two parts. The first part covered certificate questions specifying the customers of the bank and the second substantial part included the questions of the SERVPERF questionnaire. The author of this paper has studied merely the quality performance pursuant to the assumption of the SERVPERF method adopting the expectations of the customers at the maximum level.
The analysis of the results of the carried out study demonstrates that the biggest quality gap was observed for the dimension tangibles. The study of diversification showed that tangibles, empathy and responsiveness are diversified only by one factor. Education of the respondents was a variable that diversified the greatest number of dimensions.
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CAMPOVERDE AGUIRRE, Ronald, Mauricio CARVACHE-FRANCO, and Wilmer CARVACHE-FRANCO. "Hotel Services Quality for Tourists in Transit." Journal of Environmental Management and Tourism 12, no. 4 (June 30, 2021): 1120. http://dx.doi.org/10.14505//jemt.v12.4(52).24.
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This article aims to empirically validate a perception model of hotel service quality for short-stay tourists in transit by applying the SERVPERF model. Thus, 364 foreign tourists in transit in Guayaquil, Ecuador, whose final destination was the Galapagos Islands, were interviewed. The Confirmatory Factor Analysis (CFA) multivariate technique was adopted to evaluate the scales' validity and reliability. The results confirm the SERVPERF model’s psychometric properties for the hotel services quality evaluation. The findings will contribute to hotel managers decision making.
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Jerônimo, Taciana De Barros, Fagner José Coutinho Melo, and Joas Tomaz de Aquino. "Análise da implementação do modelo multicritério de decisão: como o gestor observa a importância da decisão racional." Exacta 14, no. 3 (September 30, 2016): 319–34. http://dx.doi.org/10.5585/exactaep.v14n3.6409.
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Neste trabalho, foi proposto um modelo para analisar como o gestor observa a importância da decisão racional em pequenas e médias empresas de tecnologia da informação. Assim, utilizaram-se os métodos SERVPERF, Analytic Hierarchy Process (AHP) e ELECTRE TRI. O SERVPERF serviu para avaliar a prestação de serviço conforme as necessidades dos clientes; o AHP, para identificar quais dimensões de serviços exigem maior atenção gerencial; já o ELECTRE TRI foi utilizado considerando-se as dificuldades do gestor em classificar a importância gerencial dos recursos e das restrições nas empresas de TI. Destaca-se que, para o gestor, o AHP foi considerado complexo para elaborar os pesos mediante análise comparativa de cada dimensão da qualidade do SERVPERF. Neste cenário, a contribuição do modelo racional é a capacidade que este oferece para o gestor em entender melhor as expectativas de sua clientela e proporcionar um maior grau de customização entre a empresa e seus clientes.
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Shafei, Ingy, Jan Walburg, and Ahmed Taher. "Verifying alternative measures of healthcare service quality." International Journal of Health Care Quality Assurance 32, no. 2 (March 11, 2019): 516–33. http://dx.doi.org/10.1108/ijhcqa-05-2016-0069.
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PurposeThe purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approachThe study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach)α, composite reliability, factor analysis and logistic regression analysis.FindingsFindings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/valueUsing the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.
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Yilmaz, Fatih. "Measuring Quality of Preventive Health and Safety Services." Journal of Engineering, Project, and Production Management 12, no. 2 (May 1, 2022): 101–7. http://dx.doi.org/10.32738/jeppm-2022-0009.
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In this research, the Servperf method is used to analyze the quality of health and safety services. The main purpose of this article is to determine the quality level of preventive health and safety services provided in the workplaces within the framework of the perception of the employees who benefit from these services. The questionnaire prepared in accordance with the Servperf method was applied to 412 employees working in various sectors, and the results were classified according to age, gender, education level, sector, and the way of providing (internal & external) services. Descriptive statistics were used in the evaluation of results. The total perceived Servperf score of the health and safety services was 2.84, medium level. As the age and education level of the employees increases, the satisfaction level and Servperf scores of the service quality decrease. The satisfaction score of the construction workers is significantly lower than the other sectors. Satisfaction levels of employees in the workplaces where services are provided internally are higher than those of the workplaces offering external sources. Despite legal regulations related to preventive health and safety services, accidents have not decreased in Turkey. The quality of the service provided by external health and safety units is significantly low. Competition arising from the marketization of occupational health and safety services reduces the quality of the service provided. For these reasons, the number of research aimed at determining the quality of these services should be increased both in Turkey and in the world.
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ESSAOUDI, MOHAMED, and RAJA LOTFI. "Effect of service quality on student-inspector satisfaction at the training center for educational inspectors in Rabat, Morocco." International Journal of Information Technology and Applied Sciences (IJITAS) 3, no. 2 (April 30, 2021): 53–62. http://dx.doi.org/10.52502/ijitas.v3i2.23.
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In theory, we all know that if students are satisfied, then training centers do provide a better quality of service. But what about in practice? The purpose of this research is twofold. On the one hand, we aim to assess the quality of training inspectors in Morocco, through perceived quality and student satisfaction. First, we investigate which quality attributes need to be further targeted in the training device (TD) at CFIE. Second, we test for potential causal relationships between perceived service quality and student satisfaction. Our starting assumption is that there is a causal link between "service quality" and "satisfaction." To this end, the SERVPERF tool was adapted and administered to a sample of student inspectors who received training services at the CFIE in Rabat. We support the literature's argument that performance (SERVPERF) is the best predictor of service quality. The results shows that the perceived quality of services provided by CFIE is relatively acceptable. Nevertheless, it shows a strong need for improvement, especially in the dimensions of Tangibility and Empathy. All five dimensions of SERVPERF significantly impact student-inspector satisfaction at CFIE. The SERVPERF scale is a valuable aid in the institutional assessment of the TD, and in the implementation of a culture of continuous improvement within the CFIE. However, when used alone, it can lead to the omission of other factors that explain satisfaction. It would therefore be appropriate to couple it with other instruments such as SERVQUAL, HEDPERF, PAKSERV or HiEdQUAL in order to verify which ones are adapted to the context of education inspection in Morocco.
Dissertations / Theses on the topic "SERVPERF"
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Fortes, Victória Corrêa, Amélia Silveira, and Universidade Regional de Blumenau Programa de Pós-Graduação em Administração. "Avaliação da qualidade no ensino superior :aplicação dos modelos Hedperf e Servperf /." reponame:Biblioteca Digital de Teses e Dissertações FURB, 2011. http://www.bc.furb.br/docs/DS/2011/346961_1_1.pdf.
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Jenkins, Sharon D. (Sharon Dezel). "The Applicability of SERVPERF in Judging Service Quality for Biomedical Information Professionals." Thesis, University of North Texas, 1999. https://digital.library.unt.edu/ark:/67531/metadc279133/.
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The applicability of SERVPERF as a tool for judging the quality of services used by biomedical information professionals was tested using standard statistical procedures. Data was gathered nationally via a combination of electronic and non-electronic forms, from Area Health Education Center (AHEC) information professionals and the results consolidated to provide information for the study. It was determined that SERVPERF was applicable in making judgements about service quality for AHEC information professionals. Their perceptions about service quality tended to have a greater influence than did their level of actual satisfaction on whether or not they planned to use a particular service in the future. There is currently no validated tool available to ascertain the quality of services offered to these valuable members of the rural health care team. This dissertation proposes to provide such a tool, and to serve as a guide or template for other professionals seeking a means to judge service quality in their own disciplines.
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Huerta, Medina Elizabeth Angela. "Nivel de satisfacción de los usuarios atendidos en el topico de medicina del servicio de emergencia del Hospital Nacional Arzobispo Loayza, Lima, enero del 2015." Bachelor's thesis, Universidad Nacional Mayor de San Marcos, 2015. https://hdl.handle.net/20.500.12672/4033.
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Objetivo: Determinar el nivel de satisfacción de los usuarios atendidos en el Tópico de Medicina del Servicio de Emergencia del Hospital Nacional Arzobispo Loayza, Lima, Enero del 2015.
Material y Método: Diseño cualitativo, descriptivo, transversal. La medición de la satisfacción del usuario se realizó mediante la encuesta SERVPERF modificada, el cual mide la satisfacción del usuario de acuerdo a sus percepciones El muestreo fue por conveniencia y estuvo constituida por 77 personas (usuarios y acompañantes). El procesamiento de datos se realizó de acuerdo al rango de satisfacción.
Resultados: El 92.2% de los usuarios estuvieron satisfechos con la atención. Las dimensiones de fiabilidad, seguridad, empatía y aspectos tangibles de la encuesta SERVPERF resultaron con más del 80% de usuarios satisfechos (94.3%, 89.6%, 89.6 % y 84.5%; respectivamente); pero la dimensión capacidad de respuesta resultó con la mayor cantidad de usuarios insatisfechos – muy insatisfechos y extremadamente muy insatisfechos (23.4%)Tesis
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Santos, Tiago Manuel Martins dos. "Avaliação da qualidade percebida e satisfação dos clientes na prótese dentária. O caso dos clientes do laboratório Hi-Tec." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/11973.
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São vários os autores que têm analisado a importância da qualidade percebida, a satisfação dos clientes nas empresas e as práticas de gestão orientadas para “tirar” maior partido desses factores, tendo em vista o incremento da qualidade dos serviços prestados.
Tendo em conta a diversidade de trabalhos elaborados pelo Hi-Tec, assim como os recursos humanos envolvidos, podemos considerar o laboratório de prótese dentária como uma organização complexa, logo torna-se fundamental a busca de um aperfeiçoamento na qualidade dos serviços prestados.
De modo a avaliar o grau de satisfação dos clientes, utilizamos um modelo fundamentado no SERVPERF, sendo inquiridos 34 indivíduos.
Os resultados do estudo sugerem um conjunto de dimensões da qualidade percebida correlacionados com a satisfação do cliente. Após análise dos dados foi sugerido à Gerência um plano de intervenção sócio-organizacional orientada para a dinamização da melhoria da qualidade dos serviços prestados; ### Abstract:
Several authors have analyzed the importance of perceived quality, client satisfaction in companies and the way to better take advantage of those factors, in order to act as an increment in quality of provided services.
Taking the diversity of services done by Hi-Tec into account, as well as the human resources involved, we can look at the laboratory as a complex organization; with this assumption, the search for an improvement in the quality of provided services becomes fundamental.
In order to evaluate the degree of client satisfaction, we use a model grounded on SERVPERF, for which 34 individuals were inquired.
The reserach results suggest a set of perceived quality dimensions correlated with satisfaction. After data analysis and conclusion of the present study, a socio-organizational intervention plan was suggested to the management, as an action plan to improve the dynamics of services quality provided to the client.
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Magalhães, João Nuno Saraiva de Sá. "Avaliação da qualidade percebida e satisfação dos utentes duma clínica de radiologia de Lisboa." Master's thesis, Universidade de Évora, 2010. http://hdl.handle.net/10174/14826.
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O presente estudo pretende avaliar a qualidade percebida e satisfação dos utentes
duma clínica de radiologia de Lisboa, procurando dinamizar o serviço de prestação de
cuidados de saúde da mesma através da criação de manuais de boas práticas.
O desenho metodológico adoptado consistiu no preenchimento de um
questionário por parte dos participantes que se deslocaram à referida clínica para
realizar exames no Serviço de Radiologia. Este questionário surgiu através da adaptação
do modelo proposto por Ramsaran-Fowdar (2005), entre outros, e sua modificação em
SERVPERF. A recolha dos dados efectiva decorreu entre 5 e 16 de Abril de 2010, na
referia Clínica.
Através da análise dos dados, constatou-se que: a) a estrutura de percepção dos
atributos da qualidade percebida dos utentes do serviço de radiologia da Clínica de
Santo António é composta não pelos factores do modelo SERVPERF, mas sim por dois
factores através da análise factorial por componentes principais; b) a satisfação dos
utentes do serviço de radiologia da Clínica de Santo António está correlacionada com os
factores dos atributos da qualidade, bem como com a qualidade, em geral, e a imagem
percebida dos serviços prestados; c) os aspectos que contribuem para a percepção dos
factores de qualidade de relacionam essencialmente com características próprias de cada
individuo e a percepção dos factores de qualidade não interfere com experiências
anteriores, nem no próprio serviço nem de outros serviços; ABSTRACT: This study aims to assess the perceived quality and user satisfaction of a
radiology clinic in Lisbon, seeking to boost the service of providing the health care by
creating best practice manuals.
Our methodology adopted consisted of completing a questionnaire by the
participants who were visiting the clinic for tests in the radiology department. This
questionnaire came by adapting the model proposed by Ramsaran-Fowdar (2005),
among others, and its amendment in SERVPERF. The actual data collection ocoured
between 5 and 16 April 2010, in the Clinic.
Through data analysis, we found that: a) the structure of perception of the
attributes of perceived quality of users of the Santo Antonio’s Clinic radiology
department is made not by factors SERVPERF model, but for two factors by analyzing
factorial principal component b) the satisfaction of users of the radiology department of
the Santo António’s Clinic is correlated with the factors of quality attributes, as well as
the quality in general and the perceived image of the services rendered; c) aspects that
contribute to the perception of the quality factors relate primarily to characteristics of
each individual and the perception of quality factors do not interfere with previous
experience, or its own service or other departments.
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Lopes, Carlos Maria. "Avaliação da qualidade de serviço: o caso de uma instituição de ensino superior." Master's thesis, [s.n.], 2009. http://hdl.handle.net/10284/1400.
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Dissertação de Mestrado apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Gestão da Qualidade.O tema desta dissertação é a Avaliação da Qualidade de Serviço: o caso de uma Instituição de Ensino Superior. Nesta investigação é identificada a diferença (gap) entre a expectativa do aluno, neste estudo denominada como importância (Settembrino et al., 1998; Zamudio et al., 2005), e a sua percepção em relação à qualidade de serviço da Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa. O estudo aponta para a existência de “Gaps” entre Importâncias e Percepções e são reduzidas as cinco dimensões e 22 declarações originais SERVQUAL a uma escala composta por três dimensões determinantes da qualidade do serviço da Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa: Empatia, Fiabilidade e Segurança, envolvendo 11 itens considerados neste contexto como os mais apropriados para medir e avaliar o constructo qualidade de serviço. Verificou-se que a escala composta, obtida com base no modelo SERVPERF, é igualmente constituída pelas mesmas três dimensões (Empatia, Fiabilidade e Segurança) e 11 itens e poderá ser utilizada para avaliar a qualidade de serviço, como alternativa à escala anteriormente obtida com base no modelo SERVQUAL para medir a Qualidade de Serviço na Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa. A principal conclusão, a desenvolver neste estudo, sugere que o modelo SERVPERF é o mais adequado para avaliar a qualidade do serviço na Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa. Dado que o SERVPERF (Qualidade do Serviço = Performance) conseguiu explicar cerca de 30,9% da variação da qualidade do serviço da Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa, enquanto que o modelo SERVQUAL (Qualidade do Serviço = Performance – Importância) só conseguiu explicar cerca de 8,3% da variação da qualidade do serviço da Faculdade de Ciência e Tecnologia da Universidade Fernando Pessoa. The subject of this dissertation is the Evaluation of the Quality of Service: the case of the one of an Institution of Superior of Teaching. In this research is identified the difference (GAP) between the expectation of student, in this study called as importance (Settembrino et al., 1998; Zamudio et al., 2005), and its perception in relation to the quality of service of the Faculty of Science and Technology of the University Fernando Pessoa. The study points to the existence of “Gaps” between Importances and Perceptions and limited the five dimensions and 22 original declarations SERVQUAL to a scale composed by three determinant dimensions of the quality of service of the Faculty of Science and Technology of the University Fernando Pessoa: empathy, reliability and security, involving 11 items considered in this context as the most appropriate to measure and evaluate the construct of quality of service. It was found that the scale composite obtained, based on the template SERVPERF, is also made by the same three dimensions (empathy, reliability and security) and 11 items and could be used to assess the quality of service, as an alternative to the scale previously obtained from SERVQUAL to measure the quality of service at the Faculty of Science and Technology of the University Fernando Pessoa. The main conclusion, to develop in this study, suggests that the model SERVPERF is the most appropriate to assess the quality of service at the Faculty of Science and Technology of the University Fernando Pessoa, since the SERVPERF (quality of service = performance) could explain about 30, 9% of variation of the quality of service of the Faculty of Science and Technology of the University Fernando Pessoa, while the model SERVQUAL (quality of service = performance – importance) only explains about 8,3% of the variation of the quality of service of the Faculty of Science and Technology of the University Fernando Pessoa. Le sujet de cette dissertation est l'Évaluation de la Qualité de Service : le cas d'une Institution d'Enseignement Supérieur. Dans cette recherche est identifiée la différence (gap) entre l'expectative de l'élève, en cette étude dénommée comme importance (Settembrino et al., 1998 ; Zamudio et al., 2005), et sa perception concernant la qualité de service de la Faculté de Science et Technologie de l'Université Fernando Pessoa. L'étude il indique pour l'existence de « Gaps » entre des Importances et les Perceptions et sont réduits les cinq dimensions et 22 déclarations originales SERVQUAL à une échelle composée par trois dimensions déterminantes de la qualité du service de la Faculté de Science et Technologie de l'Université Fernando Pessoa : Empathie, Fiabilité et Sécurité, en impliquant 11 items considérés dans ce contexte comme les plus appropriés pour mesurer et d'évaluer la constructo qualité de service. Il s'est vérifié que l'échelle composée, obtenue sur base du modèle SERVPERF, également est constituée par les mêmes trois dimensions (Empathie, Fiabilité et Sécurité) et 11 items et pourra être utilisée pour évaluer la qualité de service, comme alternative à l'échelle précédemment obtenue sur base du modèle SERVQUAL pour mesurer la Qualité de Service dans la Faculté de Science et la Technologie de l'Université Fernando Pessoa. La principale conclusion, à se développer dans cette étude, suggère que le modèle SERVPERF soit ajusté pour évaluer la qualité du service dans la Faculté de Science et la Technologie de l'Université Fernando Pessoa. Étant donné que SERVPERF (Qualité du Service = Performance) a réussi à expliquer environ 30.9% de la variation de la qualité du service de la Faculté de Science et de Technologie de l'Université Fernando Pessoa, tandis que le modèle SERVQUAL (Qualité du Service = Performance - Importance) a seulement réussi à expliquer environ 8.3% de la variation de la qualité du service de la Faculté de Science et de Technologie de l'Université Fernando Pessoa.
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Rolim, Amarildo Maia. "AvaliaÃÃo da qualidade dos serviÃos de suporte de TI de uma IFES: uma abordagem voltada à mensuraÃÃo de desempenho." Universidade Federal do CearÃ, 2016. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=18782.
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nÃo hÃEste estudo utilizou o mÃtodo SERVPERF para mensuraÃÃo da percepÃÃo de desempenho por parte dos usuÃrios de um setor de serviÃos de Suporte de Infraestrutura de TI em uma InstituiÃÃo Federal de Ensino Superior (IFES), mais especificamente, na Universidade Federal do Cearà (UFC). Desta forma, foi fundamental o aprofundamento dos conceitos sobre qualidade, serviÃos, qualidade dos serviÃos e serviÃos de TI. Portanto, este trabalho buscou identificar os usuÃrios que efetivamente utilizam os serviÃos de suporte de TI para realizaÃÃo de uma avaliaÃÃo dos serviÃos prestados. Utilizou uma abordagem exploratÃria com base em uma amostra estratificada por mÃs de solicitaÃÃo dos serviÃos, onde para o mÃs de Dezembro de 2015, perÃodo escolhido para realizaÃÃo da pesquisa, 59 usuÃrios foram selecionados. Ao final obteve-se 55 respondentes, o que representou 93,22 % do Universo da pesquisa. A percepÃÃo geral de desempenho da qualidade dos serviÃos avaliados apresentou uma mÃdia de 4,19 em uma escala de 1 a 5. A dimensÃo seguranÃa apresentou o melhor desempenho com mÃdia de 4,44 enquanto que a dimensÃo tangibilidade apresentou a pior avaliaÃÃo com mÃdia de 3,71. A conclusÃo final deste trabalho à que o modelo SERVPERF escolhido atendeu Ãs necessidades desta pesquisa, demonstrando ao final que os serviÃos oferecidos apresentam uma avaliaÃÃo satisfatÃria na percepÃÃo dos usuÃrios. Como contribuiÃÃo, o trabalho realizado pode servir como referÃncia para outras IFES que desejem avaliar a qualidade e o desempenho dos serviÃos de suporte de infraestrutura de TI internamente. Com os resultados apresentados o gestor responsÃvel pela prestaÃÃo de serviÃos na instituiÃÃo poderà desencadear aÃÃes de melhorias nas dimensÃes com pior desempenho, alÃm de buscar manter os resultados considerados satisfatÃrios. Neste cenÃrio a qualidade percebida pelos usuÃrios torna-se essencial para identificar fatores importantes e que agregam valor aos serviÃos e que devem ser monitorados constantemente.
This study used the SERVPERF method to measure the performance perceived by the users of a sector of IT Infrastructure Support Services in a Federal Institution of Higher Education (IFES), more specifically, at the Federal University of Cearà (UFC). Thus, it was essential to deepen the concepts of quality, service, quality of services and IT services. Therefore, this study aimed to identify the users who effectively use IT support services to carry out an assessment of the services provided. Used an exploratory approach based on a stratified sample per month request of services, where for the month of December 2015 period chosen for conducting the survey, 59 users were selected. At the end it was obtained 55 respondents, representing 93.22% of the research universe. The general perception of quality performance of evaluated services showed an average of 4.19 on a scale of 1 to 5. The security dimension showed the best performance with an average of 4.44 while the size tangibility presented the worst evaluation averaging 3.71. The final conclusion of this work is that the SERVPERF model chosen has met the needs of this research, showing the end that the services offered have a satisfactory evaluation in the perception of users. As a contribution, the work can serve as a reference for other IFES who wish to assess the quality and performance of IT infrastructure support services internally. With the results presented the manager responsible for providing services in the institution could trigger the dimensions improvement actions with worse performance, and seek to maintain the results satisfactory. In this scenario the quality perceived by users becomes essential to identify important factors that add value to services and to be monitored constantly.
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Gong, Qifeng. "Quality, satisfaction and loyalty : a comparison of SERVQUAL and SERVPERF for educational service in China." Grenoble 2, 2009. http://www.theses.fr/2009GRE21043.
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Au cours des trois dernières décennies, l'économie chinoise a connu une croissance rapide. Accompagnant le développement important de l‘économie, l'investissement dans l'éducation a lui aussi augmenté de façon spectaculaire. Pour les écoles, le problème clé est la façon de gérer, la qualité des services d'enseignement, la satisfaction et la loyauté. D'autres problèmes concernent la façon de mesurer la qualité de service et continent l'améliorer, quels facteurs sont importants pour le service éducatif. Dans ce contexte, cette thèse se concentre sur la comparaison des deux méthodes de mesure de la qualité de service, SERVQUAL et SERVPERF, et sur la comparaison de leurs effets sur l'explication et la prédiction de la satisfaction des étudiants et de leur loyauté. Dans cette thèse, 332 étudiants d'une école de formation type, choisis au hasard à partir 1mars 2008 au 15 avril 2008, ont participé à l'enquête formelle. Ils ont été interrogés en salle de classe et 282 questionnaires ont été collectés, sur lesquels 255 ont été retenus. La recherche aboutit aux conclusions suivantes: l) il est vérifié que la fiabilité et la validité de la méthode SERVPERF sont très supérieures à celles de la méthode SERVQUAL, 2), il est vérifié qu'il existe des différences significatives dans la qualité du service mesurée par SERVQUAL et par SERVPERF. 3) ll est vérifié que la qualité des services éducatifs influence de façon positive et significative la satisfaction des étudiants. Mais en comparant SERVQUAL et SERVPERF, ce dernier est nettement supérieur a SERVQUAL pour expliquer et prédire la satisfaction des étudiants, 4) ll est vérifié que la qualité des services éducatifs influence de façon positive et significative la loyauté des étudiants. Dans cette comparaison, SERVPERF est significativement supérieur à SERVQUAL dans l'explication et la prédiction de la loyauté des étudiants. 5) l'étude constate la qualité du service éducatif est le facteur clé qui détermine directement la satisfaction des étudiants et directement / indirectement les effets de loyauté. La satisfaction a un rôle de médiateur partiel dans l'influence de la qualité perçue des services sur la loyautéDuring the past three decades, Chinese economy has enjoyed a rapid growth. With the great development of the economy, the educational investment also increases dramatically. For the schools. How to manage the educational service quality, satisfaction and loyalty is the key problem. Other problems include how to measure the service quality and how to upgrade that, which factors are important to educational service, and etc. Under this background, this thesis focuses on the comparison of the two service quality measurement methods, SERVQUAL and SERVPERF, and on the comparison of their effects on explaining and predicting students' satisfaction and their loyalty. In this thesis, a total of 332 students of a typical training school, selected randomly from Mar. 1. 2008 to Apr. L5. 2008, participated in the formal survey. They were interviewed in the A classroom and 282 questionnaires were collected, among which 255 were qualified. The research reaches the following conclusions: 1) it is verified that the reliability and validity of SERVPERF is much better than of SERVQUAL; 2) it is verified that there are significant differences in service quality measured by SERVQUAL and by SERVPERF. 3) it is verified that educational service quality positively and significantly influences the students' satisfaction, But for the comparison between SERVQUAL and SERVPERF, the latter is significantly superior to the former in explaining and predicting the students satisfaction, 4) it is verified that educational service quality positively and significantly influences the students’ loyalty. But also for the comparison, SERVPERF is significantly superior to SERVQUAL in explaining and predicting the students’ loyalty. 5) the study finds educational service quality is the key factor, which directly i determines students’ satisfaction and directly/indirectly impacts loyalty. And the role of satisfaction is a partial mediator in the inluence of percevied service quality on loyalty
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Quintas, Élia de Fátima Janes. "Estudo da qualidade organizacional da unidade de rastreio da retinopatia diabética do Alentejo Central - Projecto de intervenção comunitária em saúde." Master's thesis, Universidade de Évora, 2011. http://hdl.handle.net/10174/12388.
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O presente estudo tem como objectivo geral descrever e examinar a qualidade organizacional da Unidade de Rastreio do Diagnóstico Sistemático e Tratamento da Retinopatia Diabética (Distrito de Évora) sob o ponto de vista da satisfação dos utentes diabéticos dos ACES Alentejo Central I e II (ARSA, I.P.) que realizaram Consulta de Rastreio. Para o desenvolvimento da pesquisa criou-se um modelo de investigação baseado em pressupostos interdisciplinares existentes na área de estudo das relações entre os atributos da (percepção) qualidade e da satisfação dos actores individuais e colectivos.
A nível metodológico optou-se por um estudo transversal, descritivo e correlacional, recorrendo-se ao inquérito por questionário para a recolha indirecta de dados, cuja concepção se baseou numa adaptação da escala SERVPERF (Cronin e Taylor, 1992; 1994) e das dimensões do modelo original SERVQUAL (PZB, 1985; 1988), tal como do modelo HQual (Silva et al., 2009) aplicado em contexto hospitalar (Estudo da Qualidade percbida e Satisfação dos Doentes e dos Profissionais do Hospital do Espírito Santo de Évora, E.P.E.)
O estudo incidiu sobre uma amostra não probablistica (não intencional) de 357 utentes diabéticos da Unidade de Rastreio da Retinopatia Diabética dos ACES do Alentejo Central I e II que realizaram Consulta de Rastreio durante o primeiro ciclo distrital de actividade da Unidade (Novembro de 2006 a Julho de 2008). A distribuição dos inquéritos pelos 14 Centros de Saúde dos ACES do Alentejo Central I e II fez-se proporcionalmente, de acordo com a percentagem de presenças na Consulta da Unidade de Rastreio da Retinopatia Diabética.
O protocolo de tratamento dos dados teve em conta os objectivos específicos da investgação (e questões orientadoras associadas), incidindo na análise descritiva, uni, bi e multivariada. Os dados recolhidos foram tratados via Statistical Package for the Social Sciences (SPSS) versão 18, cujos resultados evidenciaram uma consistência interna da escala do modelo aplicado muito boa (Alpha Cronbach de 0,936), variando os valores das sub-dimensões factorias entre 0.853 e 0.960. Os factores extraídos via análise factorial, pela análise das componentes principais, permitiram identificar as linhas centrais de um modelo global para o serviço estudado, cuja sujeição a análise de regressão múltipla traduziu numa matriz mais restrita de aspectos influenciadores da satisfação dos utentes diabéticos quanto à qualidade organizacional desse. Os resultados apontam igualmente uma correlação forte entre a satisfação e a qualidade percepcionada pelos utentes.
Em resumo, atingiram-se os objectivos principais do estudo com a validação de um modelo de análise da satisfação/qualidade percepcionada pelos utentes da Unidade de Rastreio e com a análise das percepções desses mesmos utentes no que concerne à avaliação da qualidade do serviço vivenciado. De acordo com os resultados é proposta uma Intervenção Sócio-Organizacional de cariz comunitário no âmbito do desempenho dos profissionais relacionados com o contexto em estudo, cujo quadro teórico-metodológico assenta nas noções de capacitação e segurança dos utentes diabéticos da Unidade de Rastreio; ### ABSTRACT: The object of the present study is to describe and analyse the organizational quality of Unidade de Rastreio do Diagnóstico Sistemático e Tratamento da Retinopatia Diabética (Systematic Diagnosis and Diabetic Retinopathy Treatment Screening Unit) (Évora District) considering whether the diabetic patients of ACES Alentejo Central I e II (ARSA, I.P.) that attended the Screening Visit are satisfied with such services and support.
In order to develop such research, it was created a research model based on interdisciplinary assumptions existing in the area encompassing the study of relationships between quality properties (perception) and individual and collective fulfilment of the actors.
At a methodological level, it was decided for a cross-sectioned, descriptive and correlation study, having applied a survey questionnaire for collecting indirect data based on an adaptation of the scale SERVPERF (Cronin and Taylor, 1992, 1994) and of the dimensions from the original SERVQUAL (PZB, 1985, 1988), as well as the model HQual (Silva et al., 2009), applied in a hospital environment (Estudo da Qualidade percebida e Satisfação dos Doentes e dos Profissionais do Hospital do Espírito Santo de Évora, E.P.E.).
The study is focused on a non-probabilistic sample (unintentional) of 357 diabetic patients from the Diabetic Retinopathy Screening Unit of ACES do Alentejo Central I e II who participated in the Screening Visit during the first district activity cycle of the Unit (from November 2006 to July 2008). The surveys distribution by the 14 Health Care Centers of ACES of Alentejo Central I and II was carried out in a proportional manner, according to the attendance percentage at the Diabetic Retinopathy Screening Unit.
Data treatment protocol considered the specific objectives of such investigation (and oriented-questions associated thereto), focused on the descriptive, uni, bi and multivariate analysis. The data collected was treated via Statistical Package for the Social Sciences (SPSS) 18, and the results registered a very good internal consistency of the model's scale applied (Alpha Cronbach of 0.936), with a variation of the values of sub-dimensional factors between 0.853 and 0.960. The factors obtained via facto analysis, by means of the main components‘ analysis, allowed us to identify the five central lines (five dimensions) of a global model to the studied service. Those factors were subject to a multiple regression analysis that revealed into a more restrict matrix composed of three aspects (three dimensions) which significantly influenced the diabetic patients global fulfilment in what regards organizational quality and the context in question. The results also indicate a strong correlation between fulfilment and quality as regards the patients' point of view.
Briefly, the main objectives of the study were achieved, following validation by an analysis model of satisfaction/quality considering the opinion of the patients‘ who attended the Screening Unit as well as the perception analysis of such patients regarding the quality and services rendered assessment. In accordance with such results, it was proposed a Social-Organizational Intervention within the performance of the professionals operating in the context in above, and which theoretical and methodological scheme is based on the capability perception and safety of the Screening Unit diabetic patients.
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Nordström, Sofie, and Felicia Karlsson. "En studie av kandidaters syn på servicekvalitet och känslor i rekryteringsprocessen." Thesis, Mittuniversitetet, Avdelningen för ekonomivetenskap och juridik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-31546.
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En bransch som vuxit kraftigt de senaste 20 åren är rekrytering-och bemanningsbranschen. Inom rekryteringsprocessen är det viktigt att behålla kandidaters intresse och vilja att arbeta via rekrytering-och bemanningsföretaget. Det finns ingen generell modell för hur man skapar en god service, utan idag handlar det främst om att skräddarsy en tjänst utifrån sin verksamhet. Studiens syfte är att analysera kandidaternas upplevda kvalite av rekryteringsprocessen. Utifrån SERVPERF-modellen och emotionell intelligens undersöker studien vilka kvalitetsaspekter och känslor som är viktiga under rekryteringsprocessen. Denna kvalitativa fallstudie undersöker kandidaters upplevda tjänst genom rekryteringsprocessen hos ett rekrytering-och bemanningsföretag genom semistrukturerade djupgående intervjuer med tio respondenter. Studien visar på tre känslor som inte kan härledas till SERVPERF-modellens dimensioner, trygghet, tillhörighet och oro/osäkerhet som i sin tur kan härledas till Maslows behovstrappa. De viktigaste kvalitetsdimensionerna under rekryteringsprocessen är försäkran och pålitlighet.The staffing and recruitment industry has grown rapidly during the past 20 years. It is important to retain candidates interests and willingness to work through the staffing and recruitment company during the recruitment process. Today there is no general model for how to create good service, it is mainly about creating tailor-maid service. The purpose of the study is to examine the candidate's' perceived quality of the recruitment process with emphasis on emotions. Based on the SERVPERF model and emotional intelligence, this study examine the quality aspects and feelings that are important during the recruitment process. This qualitative case study investigates consultants perceived service through the recruitment process of a staffing and recruitment business through semi-structured, in-depth interviews, with ten respondents. The study shows three emotions that cannot be related to the dimensions; security, belonging and concern/uncertainty. These emotions are related to the Maslow hierarchy of needs. The most important quality dimensions under the recruitment process are assurance and reliability
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Books on the topic "SERVPERF"
Book chapters on the topic "SERVPERF"
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Halim, Roslilee Ab, Hazlin Hasan, Sharifah Zannierah Syed Marzuki, and Mohammad Jais. "Childcare Service Quality: Measuring Expectations of Working Parents Using SERVPERF Dimensions." In Proceedings of the International Conference on Science, Technology and Social Sciences (ICSTSS) 2012, 143–54. Singapore: Springer Singapore, 2014. http://dx.doi.org/10.1007/978-981-287-077-3_16.
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Roses, Luís Kalb. "Alignment of Perceptions in Information Technology Service Quality." In Quality Management for IT Services, 260–73. IGI Global, 2011. http://dx.doi.org/10.4018/978-1-61692-889-6.ch015.
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The chapter explains the importance of taking the expectations of customers and service providers into account with regard to IT service quality management. To do this, the author uses the SERVPERF method, which identifies expectations regarding service performance from the point of view of both the customer and the provider. Based on an empirical study, the author demonstrates the importance of aligning IT staff with staff from the customer company as far as quality management is concerned.
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Fleischman, Gary M., Eric N. Johnson, and Kenton B. Walker. "An Exploratory Investigation of Management Accounting Service Quality Dimensions Using Servqual and Servperf." In Advances in Management Accounting, 91–125. Emerald Publishing Limited, 2017. http://dx.doi.org/10.1108/s1474-787120170000029001.
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Kumar, T. Praveen, and Kirupa Priyadarshini. "Impact of Corporate Social Responsibility on Service Performance in Mediating Effect of Brand Equity With Reference To Banks in India." In Start-Up Enterprises and Contemporary Innovation Strategies in the Global Marketplace, 88–99. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-4831-7.ch007.
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In competitive global scenario banks are very keen in branding their corporate social responsibility to enhance their service performance to compete effectively. This study was carried out to explore and assess the impact of corporate social responsibility on service performance in banking sector through reputation. To measure the corporate social responsibility, Maignan and Ferrell (2004) CSR scale, for the service performance the SERVPERF Model Parasoarman (1985), and for brand equity the brand equity (BI) index, developed by Aaker (1991) were used. The simple random sampling technique was used to collect the data from 617 banking customers. Structural Equation Modelling was used to measure the impact of corporate social responsibility on service performance through brand equity. The findings of the study indicates that CSR initiatives were linked to stronger service performance of the bank which ends stronger brand performance with the bank.
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Kumar, T. Praveen. "Impact of Corporate Social Responsibility on Service Performance in Mediating Effect of Brand Equity With Reference to Banks in India." In Corporate Social Responsibility, 1421–32. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-6192-7.ch074.
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In competitive global scenario banks are very keen in branding their corporate social responsibility to enhance their service performance to compete effectively. This study was carried out to explore and assess the impact of corporate social responsibility on service performance in banking sector through reputation. To measure the corporate social responsibility, Maignan and Ferrell (2004) CSR scale, for the service performance the SERVPERF Model Parasoarman (1985), and for brand equity the brand equity (BI) index, developed by Aaker (1991) were used. The simple random sampling technique was used to collect the data from 617 banking customers. Structural Equation Modelling was used to measure the impact of corporate social responsibility on service performance through brand equity. The findings of the study indicates that CSR initiatives were linked to stronger service performance of the bank which ends stronger brand performance with the bank.
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Haidar, Mohamad. "A Hybrid Approach Based on SERVQUAL, SERVPERF, and IPA for Measuring Transit Service Quality." In Handbook of Research on Interdisciplinary Approaches to Decision Making for Sustainable Supply Chains, 295–311. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9570-0.ch014.
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The purpose of this chapter is to discuss the public perception of the quality of service in the public transit system in Montreal using a combination of analyses and surveys. The results are used to make recommendations to improve the STM and its perception. General guidelines of SERVQUAL with some additional questions that are more specific to the current social environment of the city are presented. A survey was conducted by asking 250 international graduate Concordia students to rate a series of statements based on the importance of the issue and how much they agreed with the statement, the results were analyzed using three methods: SERVQUAL, SERVPERF, and IPA. The improvement of timetable synchronization between different metro lines and buses is crucial, as well as the education of STM employees in terms of dealing with different ethnicities, languages, and backgrounds are found. The chapter is a rare outside look at the STM and how users perceive the quality of the service, as opposed to the usual internal studies done by the organization itself.
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Tardivo, Giuseppe, Angela Scilla, and Milena Viassone. "A New Frontier in the Satisfaction of the Cultural Tourist." In Handbook of Research on Management of Cultural Products, 348–66. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-5007-7.ch017.
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The world of cultural heritage is experiencing a fervent phase of promotion and enhancement of its assets, thanks to the innovative use of knowledge and information communication tools. Tourists do not need new products and new services for their satisfaction but demand new experiences. Thanks to ICT in the cultural sites and the diffusion of social media, mobile life, and Internet devices, the tourist can visit the same area feeling a new emotion and new experience. Given the increasing importance of the technologic innovation in cultural sector for a timely communication with the tourist, this chapter aims at measuring the tourist satisfaction towards the quality of the QR Code, while also providing important development strategies. The analysis is carried out through the administration of the SERVPERF questionnaire to 191 users aged between 18 and 40 years, asking them to express their level of satisfaction towards this service on the basis of a 7-points Likert scale. The tourism satisfaction for QR Codes is good but not uniform among the five dimensions.
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Bezbaruah, M. P., and Basanta Kalita. "Measuring Service Quality of Commercial Banks in an Underdeveloped Economy." In Handbook of Research on Strategic Business Infrastructure Development and Contemporary Issues in Finance, 256–67. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-5154-8.ch018.
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In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.
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Bezbaruah, M. P., and Basanta Kalita. "Measuring Service Quality of Commercial Banks in an Underdeveloped Economy." In Web-Based Services, 1316–27. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch058.
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In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.
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Rocha, Tiago Soares da, Paulo Renato Pakes, Brena Bezerra Silva, Vivian Karina Bianchini, and Carlos do Amaral Razzino. "Análise da qualidade dos serviços prestados por um escritório de contabilidade na cidade de Franca-SP pela ferramenta SERVPERF: Estudo de caso." In Gestão da Produção em Foco – Volume 50. Editora Poisson, 2021. http://dx.doi.org/10.36229/978-65-5866-107-8.cap.01.
Full textConference papers on the topic "SERVPERF"
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Pinasthika, Stanislaus Jiwandana, Saiful Bukhori, and Beny Prasetyo. "Hybrid Lean SERVPERF-WebQual-IPA for Measuring IT Service Quality." In 2019 International Conference on Computer Science, Information Technology, and Electrical Engineering (ICOMITEE). IEEE, 2019. http://dx.doi.org/10.1109/icomitee.2019.8921252.
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Mujinga, Mathias. "SERVPERF Analysis of Retail Banking Service Performance: A South African Study." In 2019 International Multidisciplinary Information Technology and Engineering Conference (IMITEC). IEEE, 2019. http://dx.doi.org/10.1109/imitec45504.2019.9015891.
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Zhang, Jun, Ting Lin, and Lixiao Ren. "Dynamic Fuzzy Evaluation for E-Commerce Service Quality Based on the SERVPERF." In 2010 International Conference on E-Business and E-Government (ICEE). IEEE, 2010. http://dx.doi.org/10.1109/icee.2010.153.
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Eugenia Enriquez-Mora, Maria, and Julio Rios-Zaruma. "Analysis of the service of a higher education institution in times of pandemic using the SERVPERF model." In 2022 17th Iberian Conference on Information Systems and Technologies (CISTI). IEEE, 2022. http://dx.doi.org/10.23919/cisti54924.2022.9820141.
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Gong, Qifeng. "Notice of Retraction: Quality, Satisfaction and Loyalty: A Comparison of SERVQUAL and SERVPERF for Educational Service in China." In 2010 International Conference on Management and Service Science (MASS 2010). IEEE, 2010. http://dx.doi.org/10.1109/icmss.2010.5576967.
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Alves, Ana Paula Taveira, Paulo Renato Pakes, and Adriana Figueiredo de Morais Abreu. "ANÁLISE DA QUALIDADE DOS SERVIÇOS PRESTADOS POR UM ESCRITÓRIO DE CONTABILIDADE NA CIDADE DE FRANCA-SP PELA FERRAMENTA SERVPERF: ESTUDO DE CASO." In VIII Simpósio de Engenharia de Produção. São Paulo: Editora Blucher, 2020. http://dx.doi.org/10.5151/viisimep-315700.
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FERREIRA, LIDIANA ROCHA, and MARIA EUGENIA SANTANA SOARES VASCONCELOS. "AVALIAÇÃO DOS SERVIÇOS PRESTADOS PELO SETOR DE PATRIMÔNIO DE UMA PREFEITURA ATRAVÉS DO MODELO SERVPERF: UM ESTUDO DE CASO NO NORTE FLUMINENSE." In ENEGEP 2019 - Encontro Nacional de Engenharia de Produção. ENEGEP 2019 - Encontro Nacional de Engenharia de Produção, 2019. http://dx.doi.org/10.14488/enegep2019_tn_sto_293_1655_39103.
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COSTA, DASSAYEVY FERNANDES DA, MARTA BARROS, and ALTINA SILVA OLIVEIRA. "UTILIZAÇÃO DO MODELO SERVPERF PARA AVALIAÇÃO DA QUALIDADE NO TRANSPORTE PÚBLICO URBANO EM UMA CIDADE NO INTERIOR DO ESTADO DO RIO DE JANEIRO." In ENEGEP 2018 - Encontro Nacional de Engenharia de Produção. ENEGEP 2018 - Encontro Nacional de Engenharia de Produção, 2018. http://dx.doi.org/10.14488/enegep2018_tn_sto_259_491_35453.
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Withana, R. D. K., W. S. C. S. Fernando, V. R. Nethsara, N. B. A. C. T. Jayasinghe, Shashika L. Lokuliyana, and Thilmi A. Kuruppu. "“ServPort”: Process Reengineering in Optimization of The Process in Vehicle Service Station." In 2022 International Congress on Human-Computer Interaction, Optimization and Robotic Applications (HORA). IEEE, 2022. http://dx.doi.org/10.1109/hora55278.2022.9800055.
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