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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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Ferreira, Jefferson Cavalcante. "Perfis estrat?gicos e percep??o da qualidade: um estudo nos restaurantes da rota tur?stica de Natal-RN." Universidade Federal do Rio Grande do Norte, 2012. http://repositorio.ufrn.br:8080/jspui/handle/123456789/18145.
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Previous issue date: 2012-05-28This work is a study of strategic management of catering establishments in the tourist route from Natal, through the study of the strategic profile of the manager and the level of satisfaction with the quality of services offered. Identifies the strategic profile prevalent in the studied sector, measures the level of customer satisfaction with services and associate the two constructs to distinguish the services of strategic profile. Uses population of 33 restaurants, built for convenience, from a list composed establishments associated with the Brazilian Association of Bars and Restaurants - ABRASEL, Veja magazine Christmas food and drink 2011/2012 and information from the natives. It presents statistical methodology used for descriptive bivariate analysis complemented by quantitative data. The quantitative characteristics of the population shows non-normality checked by the Shapiro-Wilks. Used the Kruskal-Wallis test for the realization of the association of variables and the Mann-Whitney test to perform post-test. It shows the strategic profile prevalent in the sector of restoration in Natal is the analyzer, although other types were detected. Notes that the level of satisfaction with the quality of service is getting a high score approximately 5 points in a 6-point Likert scale. Demonstrates that the client can tell the quality of services between the different strategic profiles. Identifies distinction between services provided by prospector profile compared to other profiles, indicating the size as the tangible aspects that presents noticeable difference. Certifies that these variables affect the environment of the restaurant in the building of strategic profile and reflect on the service provided. Concludes that the quality of services provided by catering establishments is influenced by the type of establishment and strategic profile of the study of this relation to establishments offering development opportunities and improving the quality of their services
Este trabalho consiste no estudo da gest?o estrat?gica dos estabelecimentos de restaura??o na rota tur?stica da cidade de Natal, atrav?s do estudo do perfil estrat?gico do gestor e o n?vel de satisfa??o da qualidade dos servi?os oferecidos. Identifica o perfil estrat?gico prevalente no setor estudado, mede o n?vel de satisfa??o com os servi?os prestados e associa os dois. Utiliza popula??o de 33 restaurantes, constru?da por conveni?ncia, a partir de uma lista composta com os estabelecimentos associados na Associa??o Brasileira de Bares e Restaurantes ABRASEL, revista Veja Natal comer e beber 2011/2012 e informa??es de nativos. Apresenta metodologia estat?stica empregada de natureza descritiva quantitativa complementada pela an?lise bivariada dos dados. O quantitativo populacional possui caracter?sticas da n?o normalidade verificada atrav?s do teste de Shapiro-Wilks. Utiliza os testes de Kruskal-Wallis para a realiza??o da associa??o das vari?veis e do teste de Mann-Whitney para a realiza??o do p?s-teste. Mostra que o perfil estrat?gico prevalente no setor da restaura??o em Natal ? o analisador ,embora tenham sido detectadas as demais tipologias. Constata que o n?vel de satisfa??o com a qualidade dos servi?os prestados ? elevado obtendo pontua??o aproximada de 5 pontos em uma escala Likert de 6 pontos. Demonstra que o cliente consegue distinguir a qualidade dos servi?os entre os perfis estrat?gicos distintos. Identifica distin??o entre os servi?os prestados pelo perfil prospector em rela??o aos demais perfis, indicando a dimens?o aspectos tang?veis como a que apresenta diferen?a percept?vel. Atesta que vari?veis presentes no ambiente do restaurante interferem na constru??o do perfil estrat?gico e refletem na presta??o do servi?o prestado. Conclui que a qualidade dos servi?os prestados pelos estabelecimentos de restaura??o ? influenciada pelo do tipo do perfil estrat?gico do estabelecimento e que o estudo desta rela??o oferta aos estabelecimentos oportunidade de desenvolvimento e aprimoramento da qualidade dos seus servi?os
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PEDROSA, Rita de Cássia de Vasconcelos. "Avaliação da qualidade em um serviço público de saúde com a aplicação do modelo de kano e servperf." Universidade Federal de Pernambuco, 2015. https://repositorio.ufpe.br/handle/123456789/16635.
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CAPES
O presente trabalho aborda o setor de serviço público de saúde, devido a sua importância para o desafio de trabalhar qualidade nesse setor. Dito isso, a pesquisa tem como objetivo avaliar a qualidade dos serviços no Hospital Getúlio Vargas na cidade do Recife-PE. Utilizou-se, nela, como instrumento de coleta, questionários, o Modelo de Kano para categorizar os atributos relevantes para a satisfação do usuário e a escala SERVPERF para identificar o grau de percepções de qualidade do usuário com os serviços utilizados, identificando-se a relação entre a satisfação e prestação dos serviços. Destarte, a pesquisa pode ser caracterizada como qualitativa e quantitativa. Como resultado, foram obtidos os requisitos que devem ser priorizados pelo hospital, dentre eles destacaram-se: o tempo de atendimento, o envolvimento de todos, as necessidades reveladas dos pacientes e os serviços executados. Esses fatores nortearão as ações de melhoria para alcançar a satisfação dos pacientes. A aplicação da abordagem proposta é uma ferramenta útil para os gestores identificarem as áreas que devem ser priorizadas, para um melhor desempenho no setor analisado.
The current work addresses the sector of public health services, due to its importance to the challenge of working with quality in this sector. That said, the research aims to evaluate the quality of the Hospital Getúlio Vargas services, in the city of Recife-PE. In this research were used questionnaires as instrument of data collection, the Kano model to categorize the relevant attributes to the user satisfaction, and the SERVPERF scale to identify the degree of the user perceptions of quality with the used services, identifying the relation between the satisfaction and service provision. Thus, the research can be characterized as qualitative and quantitative. As result, the requirements that must be prioritized by the hospital were obtained, and among them stood out: the time taken to start service, everyone's involvement, the revealed needs of the patients and the services performed. These factors will guide the actions of improvement to achieve the satisfaction of the patients. The implementation of the proposed approach is a useful tool for the managers to identify the areas that must be prioritized, for a better performance of the analysed sector.
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Gustafsson, Martin. "Studieförbund och tjänstekvalitet : Kvalitetsmätning i praktiken av studieförbundens kurser." Thesis, Mittuniversitetet, Institutionen för kvalitets- och maskinteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-40276.
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Tjänster och tjänsteproduktion har blivit allt viktigare i dagens samhälle inom en rad olika områden. En konsekvens av detta är att konkurrensen om kunderna har hårdnat och att såväl företag som organisationer måste finna nya sätt att skapa värde för sina kunder.I dagsläget finns det tio studieförbund i Sverige vars huvudsakliga verksamhet utgår från att erbjuda tjänster i form av kurser och vuxenutbildningar. Enligt en rapport från Stadskontoret 2018 finns det många framtidsfrågor och utmaningar som är högst aktuella för studieförbundens framtida utveckling, bland annat när det kommer till att fortsätta vara relevanta och att locka nya deltagare till sin verksamhet. I dagsläget finns ingen enhetlig definition av kvalitet utifrån ett kundperspektiv mellan eller inom de olika studieförbunden. Det saknas även adekvat forskning på området studieförbund och tjänstekvalitet.Ett vanligt sätt att mäta tjänstekvalitet är att använda sig av mätverktyget SERVPERF som utgår från fem olika kvalitetsdimensioner. Huvudsyftet med denna studie är därför att mäta hur kursdeltagarna skattar tjänstekvalitén inom ett studieförbund med hjälp av en lätt modifierad version av SERVPERF som anpassats efter studieförbundens särart. Ett underliggande syfte med studien är även att diskutera vad kvalificerade mätningar av tjänstekvalitet kan bidra med när det kommer till att utveckla studieförbundens kundfokus och kvalitetsarbete i framtiden, samt att diskutera hur väl anpassad SERVPERF är efter studieförbundens unika förutsättningar.Mätningen gjordes genom att skicka ut en webbenkät till 300 kursdeltagare. På grund av den låga svarsfrekvensen var det emellertid svårt att dra några generella slutsatser kring hur kursdeltagarna skattar kvalitén på det undersökta studieförbundets kurser. Resultatet uppvisar emellertid en viss trend som pekar mot att åtminstone en större mängd av kursdeltagarna i urvalsgruppen 51 år eller äldre på det stora hela skattar tjänstekvalitén högt hos det undersökta studieförbundet men att det även finns vissa kvalitetsbrister inom ett par kvalitetsdimensioner.Trots den låga svarsfrekvensen kan studien ändå betraktas som välplanerad och SERVPERF kan, med en viss modifikation, åtminstoServices and service production have become increasingly important in today's society in a number of different areas. One consequence of this is that competition for customers has intensified and that both companies and organizations must find new ways to create value for their customers. A common way to measure service quality is to use the SERVPERF measurement tool, which is based on five different quality dimensions.At present, there are ten study associations in Sweden whose main business is based on offering services in the form of courses and adult education. According to a report from the Swedish Agency for Public Management in 2018, there are many future issues and challenges that are most relevant to the future development of the study associations, including how they will continue to be relevant and attract new participants. At present, there is no unitary picture of quality from a customer perspective between or within the various study associations. There is also no adequate research in the field of study associations and service quality.The main purpose of this study is therefore to measure how the course participants estimate the service quality within a study association with a slightly modified version of SERVPERF, which is adapted to the specific characteristics of the study associations. An underlying purpose of the study is also to discuss what qualified service quality measurements can contribute with when it comes to developing the study associations' customer focus and quality work in the future, as well as discussing how well SERVPERF is adapted to the conditions of the study associations.The survey was made by sending out a web survey to 300 course participants. However, due to the low response rate, it was difficult to draw any general conclusions about how the course participants estimate the quality of the study associations' courses. However, the results show a certain trend that indicates that at least a larger number of course participants in the sample group 51 years or older generally estimate the quality of service high at the study association, but also that there are some quality deficiencies within a few quality dimensions.Despite the low response rate, the study can still be considered well-planned and, with some modification, SERVPERF can at least be used to measure the quality of service based on the basic and stated needs of the course participants.
2020-06-26
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Deschamps, Marcelo, Amélia Silveira, and Universidade Regional de Blumenau Programa de Pós-Graduação em Administração. "Avaliação de qualidade no ensino superior :aplicação dos modelos Hedperf e Servperf na Faculdade de Tecnologia SENAI/SC-Blumenau /." reponame:Biblioteca Digital de Teses e Dissertações FURB, 2007. http://www.bc.furb.br/docs/DS/2007/325852_1_1.pdf.
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Gómez, Cornejo Jessica Nicole, and Sullca César Alberto Ruiz. "Estudio para incrementar el nivel de satisfacción de los clientes de un restaurante mediante la aplicación del modelo Servperf." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2019. http://hdl.handle.net/20.500.12404/14679.
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La aproximación de la investigación se realiza a través de un estudio de caso a un
restaurante ubicado en el distrito de Breña. Para el desarrollo de la misma, se ha utilizado el
modelo Servperf a fin de determinar qué dimensión, de las cinco que la componen: empatía,
seguridad, elementos tangibles, fiabilidad y capacidad de respuesta, es la que más implicancia
presenta en el nivel de satisfacción de los clientes; es decir, qué es aquello que ellos más valoran.
De esta manera, se obtuvo como resultado que, para la organización objeto de investigación, si
bien las cinco dimensiones presentan correlación entre ellas, la dimensión Seguridad es la de
mayor representatividad respecto a las demás.
Finalmente, tras diagnosticar el nivel de gestión de calidad de la empresa y, como
resultado de la presente investigación, se plantearon propuestas de mejoras a fin de incrementar
el nivel de satisfacción de sus comensales. Estas últimas se encuentran agrupadas a nivel de la
gestión de los recursos humanos, de los procesos internos, la gestión de los niveles de satisfacción
de sus comensales, las instalaciones y mobiliarios y, marketing y publicidad.Tesis
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Coelho, Luís Pedro da Silva. "Satisfação de Clientes : Leroy Merlin de Alfragide." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/12239.
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Mestrado em MarketingO sucesso e o crescimento sustentável das empresas assenta, cada vez mais, na sua capacidade de atracção e manutenção dos actuais clientes, principalmente dos mais lucrativos. Desta forma, torna-se fulcral para qualquer empresa avaliar a satisfação dos seus clientes. O presente estudo pretende analisar a satisfação dos clientes da loja Leroy Merlin de Alfragide e, para isso, tal como é apontado na revisão da literatura, torna-se fulcral a análise dos constructos da qualidade percebida do serviço, assim como da fidelização dos clientes. Para a recolha de informação foi utilizado um inquérito por questionário, sendo que na medição da qualidade do serviço é utilizado o modelo Servperf. A amostra foi selecionada de forma não probabilística e abrangeu 100 clientes da loja Leroy Merlin de Alfragide. Conclui-se que os clientes se encontram satisfeitos com o serviço e, para além de assumirem voltar a fazer compras na loja, recomendam a Leroy Merlin aos seus amigos e familiares.
The success and sustainable growth of companies is increasingly built in capability to attract and maintain current customers, mainly the most lucrative ones. Thereby, it is crucial for any company to evaluate the customer satisfaction. This study aims to analyse the level of satisfaction from Leroy Merlin Alfragide customers by examining constructs of perceived service quality as well as customer loyalty, as pointed out in the literature review. In order to measure the quality of service, the SERVPERF model was used, whereas for the analysis of costumer satisfaction, a questionnaire survey was examined. The analyzed sample was selected on a non probabilistic basis which covered 100 customers from Leroy Merlin Alfragide. It is concluded that customers are satisfied with the service and, in addition to wanting to shop again in the store, they recommend the service to their friends and family.
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Myerscough, Mark Alan. "Organizational Considerations for and Individual Perceptions of Web-Based Intranet Systems." Thesis, University of North Texas, 1999. https://digital.library.unt.edu/ark:/67531/metadc278678/.
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Utilization of World Wide Web style Web-Based Intranet Systems (W-BIS) is a rapidly expanding information delivery technique in many organizations. Published reports concerning these systems have cited return on investment values exceeding 1300% and direct payback time periods as low as six to twelve weeks. While these systems have been widely implemented, little theoretically grounded research has been conducted in relation to users' acceptance, utilization or the perceived quality of these systems. The study employed a two-site investigation of corporate Web-Based Intranet Systems, with surveys distributed via the traditional mail system. The complete survey instrument distributed to employees included the ServQual/ServPerf, User Information Satisfaction, Ease of Use/Usefulness, and Computer Playfulness instruments. In addition to these previously developed instruments, the survey instrument for this study included measures of Web-Based Intranet Systems utilization and usefulness along with respondent demographics and subordinate-reported managerial commitment. This study investigated the reliability and validity of the ServQual/ServPerf instrument in an information systems service environment. The same analysis was conducted of the more generally accepted User Information Satisfaction instrument.
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Rashid, Paola, and Shannet Fessehazion. "Konsten att mäta tjänstekvalitet : En utvärdering av tre instrument för att mäta tjänstekvalitet i kollektivtrafiken." Thesis, Södertörn University College, School of Business Studies, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-3290.
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The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions. The Zone of tolerance instrument is based on a three-column format of SERVQUAL, where each items is answered in the form of respondent's minimum service level, desired service level, and the perception of SL's service performance. The Zone of tolerance questionnaire consists of eight dimensions, including three new ones (convenience, connection, comfort) and 38 items.
The theoretical frame of reference that includes Grönroos model of service quality, and the three instruments form the basis of the results, analysis and conclusion. In this study, we concluded that Zone of tolerance is the most suitable instrument for measuring the quality of service in public transport according to the respondents, thus it best describes the feelings that the respondents feel about the service quality of SL. There was however no significant difference between the Zone of tolerance and the SERVPERF instrument in this regard. The Zone of tolerance instrument was the most specific of the three, but we found that the instrument may undergo additional changes to make it more suitably. Although most respondents felt that the Zone of tolerance instrument was the best descriptive of how the respondents felt regarding the service quality of SL, a large proportion of respondents (49 %) found this instrument as the one that worst describe the feelings they felt regarding the service quality of SL. A large proportion (72 %) of respondents believe that the Zone of tolerance instrument is the most difficult to understand. This may be because it includes many items and that every item must answer three times, a rather unusual format. The fact that this instrument was the last one in the scheme may have a negative effect. Since respondents in the assessment of the last instrument certainly became bored and therefore may have led to the instrument not receiving as much attention as the two previous instruments.
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Sousa, Vera Cristina Aragão de. "Satisfação e qualidade percebida na óptica dos utentes do Serviço de Radiologia: O caso de um Centro de Saúde no Alentejo." Master's thesis, Universidade de Évora, 2012. http://hdl.handle.net/10174/9179.
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De modo a proceder à determinação da satisfação e qualidade percebida pelos utentes do Serviço de Radiologia, de um Centro de Saúde no Alentejo, procedeu-se à realização de um estudo de caso, descritivo-correlacional, desenvolvido numa abordagem quantitativa, com recurso ao inquérito por questionário, cuja base de concepção foi a escala Servperf, bem como outros modelos de estudo dos serviços de saúde e da área da Radiologia.
Não se confirmaram as 6 dimensões iniciais e a qualidade percebida do Serviço de Radiologia foi explicada com base em 5 novas dimensões. Obteve-se um índice de satisfação global de 89,2%, sendo detectadas diferenças significativas na satisfação geral, em função da prioridade do exame, idade e situação profissional.
Identificaram-se como pontos fortes aspectos da interacção dos Técnicos de Radiologia com os utilizadores e como fragilidades aspectos do acesso, contacto e tangibilidade, sendo a apreciação do serviço, por parte dos inquiridos, bastante positiva.
### ;Abstract
In order to determine the satisfaction and quality perceived by users, in a Health Care Center Radiology Service, in Alentejo, it was carried out a descriptive and correlational case study, based on a quantitative approach, using a survey questionnaire. The questionnaire design was based on the Servperf scale, as well as other study models in the health services and Radiology fields.
Results did not confirm the initial six dimensions used and the perceived quality of the Radiology Service was explained on the basis of five new dimensions. It was obtained an 89,2% overall satisfaction rate and significant differences in general satisfaction, according to examination priority, age and professional situation, were also identified.
The identified strengths of the service are based on multiple aspects of the interaction between service users and Radiology Technicians, weaknesses were identified in access, contact and service tangible aspects. Also, the appreciation of the department by respondents is very positive.
Key - Words: Satisfaction, Perceived quality, Radiology, Health service users, Servperf.
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Domingues, Osmar. "Gerenciamento por categorias e satisfação dos consumidores de artigos de higiene pessoal e beleza na região do ABC." Universidade de São Paulo, 2008. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-01072008-100508/.
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O Gerenciamento por Categoria (GC) é uma realidade nas grandes redes de supermercados e hipermercados, farmácias e lojas de material de construção e suas ferramentas vêm contribuindo para propiciar melhor exposição, melhor abastecimento, maior variedade de marcas e tamanhos, preços competitivos e calendário eficiente de promoções, medidas todas que visam reduzir os estoques e aumentar o giro, a rentabilidade, ao mesmo tempo que surpreendem e proporciona maior satisfação aos clientes. A literatura disponível, porém não se fez referências a estudos com o foco na avaliação da satisfação, relacionando-a aos níveis de serviços oferecidos pelos supermercados e hipermercados que empregam o GC. A situação-problema desta tese nasceu da observação de que se, por um lado, a implementação e operação do GC tem por meta satisfazer os consumidores, por outro, não consegue identificar o grau de satisfação proporcionado pelos serviços oferecidos. No referencial teórico, levantaram-se aspectos relacionados ao emprego dessa modalidade gerencial, ao comportamento do consumidor, aos conceitos de satisfação e às diferentes formas de mensurá-la, passando pelas escalas de avaliação da qualidade em serviços e pela influência das variáveis demográficas na formação desse construto. A análise exploratória do referencial teórico-empírico apontou a importância de realizar uma pesquisa de campo que contribuísse para identifica os fatores que influenciam o nível de satisfação dos consumidores. Adotou-se um modelo de pesquisa de campo de caráter descritivo, com procedimento de amostragem probabilística para uma amostra de 250 consumidores residentes na Região do ABC Paulista responsáveis pela decisão e aquisição de produtos de higiene pessoal e beleza em supermercados e hipermercados. Para a análise dos resultados, foram empregadas técnicas de análise multivariada de dados, como a Regressão Linear Múltipla, a Análise Fatorial Exploratória, a Regressão Logística, a Análise de Clusters, a Análise de Correspondência Múltipla (Homals), o General Linear Model (GLM) Multivariado e Testes de Hipóteses Paramétricos e Não-Paramétricos. Foi possível quantificar a influência das variáveis internas do GC (organização das prateleiras, abastecimento, variedade de marcas e tamanhos, nível de preços e freqüência das promoções) e externas ao GC (horário de funcionamento, condições de acesso, conforto do estacionamento, tempo de espera nas filas, ambiente interno, clareza dos cartazes e dos anúncios internos, formas de pagamento e condições de uso dos carrinhos e cestas) sobre o nível de satisfação geral dos consumidores, bem como definir, por meio da escala SERVPERF, as dimensões precursoras da satisfação com a qualidade em serviços: ambiente, confiança e imagem. Foi possível ainda: identificar as variáveis capazes de discriminar os locais de compra pelo conceito de saliência - localização da loja, ambiente interno e atendimento dos funcionários; constatar que as variáveis internas e externas ao GC não conseguem prever, adequadamente, o comportamento de compra dos grupos que realizam compras grandes ou pequenas; demonstrar que as variáveis demográficas (classes sociais pelo Critério Brasil, ciclo de vida da família e nível de escolaridade) não interferem no nível de satisfação decorrente das ferramentas do GC e estabelecer que as dimensões criadas para a escala SERVPERF exercem influência destacada sobre o grau de satisfação com as ações do GC. Os resultados e conclusões comprovam plenamente a tese desta pesquisa: \"O Gerenciamento por Categoria conduzido pela indústria tem efeito direto sobre o nível de satisfação dos consumidores de artigos de higiene pessoal e beleza adquiridos junto a supermercados e hipermercados\".Category Management is an undeniable fact in large chains of supermarkets, drugstores and hardware shops and its tools have been contributing to improve the display of items on sale, supply, variety of brands and sizes, competitive prices and effective schedule of sales promotions - all of which aim at reducing stocks, increasing turnovers and profitability while surprising customers and offering them satisfaction. The literature available on the topic, however, doesn\'t refer to any studies focusing on satisfaction evaluation concerning services provided by supermarkets which have adopted CM. The issue this study addresses derived from the observation that, although implementation and management of CM intend to satisfy customers, they fall short to rate the degree of satisfaction brought about by the services being offered. On reviewing the literature on the subject, a survey covering aspects dealing with this management technique was carried out, along with customer behaviors, satisfaction conceptions and the ways to measure it, which comprised scales for service quality evaluation and the role of demographic variables in forming the construct. The exploratory analysis of empirical and theoretical bibliography pointed to the great convenience of making a field research to help identify the factors bearing on the level of consumer\'s satisfaction. A model of field research was adopted of descriptive type, with probabilistic sample procedure for 250 consumers living in the ABC Region who decided for which toiletries to buy at supermarkets. Result analysis required techniques of data multivariate analysis, such as Multiple Linear Regression, Factorial Analysis, Logistic Regression, Clusters Analysis, Correspondence Analysis (Homal\'s), GLM Multivariate Analysis, and Parametric and Non-Parametric Hypothesis Tests. That allowed measuring the influence of internal and external Category Management variables (the first being shelf display, restocking, variety of brands and sizes, price levels, and frequency of sales promotions, and the second working hours, access ease, parking facilities, time of queuing at check-outs, general supermarket atmosphere, clear written and oral communication in posters and loud-speaker announcements, forms of payment and trolley/basket conditions of maintenance) on the level of customer\'s general satisfaction, besides allowing to define - through SERVPERF scale - the fundamental dimensions of satisfaction with service quality: environment, trust and image. It was still possible to identify the variables which lead to the point of sales according to the concept of relevance: favorable site of store, general atmosphere and salesclerks service; checking that internal and external CM variables cannot predict adequately the purchase behavior of groups shopping for high and low volumes, pointing out that demographic variables (social class according to Critério Brasil, family life cycle and level of scholarship) do not interfere in the level of satisfaction arising from CM tools and determining that the dimensions made for the SERVPERF scale have strong influence on the degree of satisfaction regarding CM actions. The results and conclusions thoroughly confirm the thesis of the research: \"Category Management conducted by industry has direct effect on the level of satisfaction among consumers of toiletries bought in supermarkets\".
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Conceição, Márcio Augusto Silva. "Estudo da qualidade dos serviços prestados pelo Sistema de Concessão de Diárias e Passagens - SCDP, segundo percepção de seus usuários: o caso de uma Instituição Federal de Educação Superior." Universidade Federal do Amazonas, 2012. http://tede.ufam.edu.br/handle/tede/3526.
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Previous issue date: 2012-11-13The increasing pressure over public services, the questions about the government s role and the modernization have raised concerns over quality of public services.The present Model of Excellence in Public Administration (MEGP) developed in Brazil aims to answer the needs of socio-political status quo focusing the citizens and serving as reference for governmental actions. Thus, the deployment of the System of Travelling Allowance (SCDP) pursues the optimization of interdependent internal processes of this activity, the publication of public spending and therefore the improvement of public services. This study carried out a statistical-descriptive survey in a quantitative approach aiming to search into the quality of the service of the System of Travelling Allowance (SCDP)by inquiring the users of a university, adapting the model SERVPEF here used as a tool for data collection. The results showed a high level of satisfaction within the four dimensions under study highlighting the empathy dimension. Although some features under the responsibility of the institution can be improved, the System of Travelling Allowance is working continuously, showing positive reflection on the target activity of the institution
O aumento da pressão sobre os serviços públicos, o questionamento sobre o papel do Estado e a modernização do setor público têm trazido em seu bojo a crescente preocupação com a qualidade dos serviços prestados à sociedade. Como resposta a esta conjuntura político-social, o atual Modelo de Excelência em Gestão Pública (MEGP) em desenvolvimento no Brasil, que se traduz na excelência em gestão, com foco em resultado e orientada para o cidadão, tende a ser a referência ideológica para a ação estatal. Neste contexto, a implantação do Sistema de Concessão de Diárias e Passagens (SCDP) visava, em seu íntimo, à otimização dos processos internos interdependentes desta atividade, a viabilização da transparência dos gastos públicos com estes respectivos itens de despesa e a consequente melhoria da qualidade dos serviços públicos. Esse estudo caracteriza-se como uma pesquisa estatístico-descritiva, de abordagem quantitativa, que tem como objetivo investigar a qualidade da prestação dos serviços do Sistema de Concessão de Diárias e Passagens, a partir da percepção dos usuários internos de uma Instituição de Ensino Superior, tendo como instrumento de coleta de dados uma adaptação do modelo SERVPERF. Os resultados obtidos apontam um nível de satisfação elevado, dentro das quatro dimensões estudadas, com destaque para a dimensão empatia. Embora alguns aspectos de competência da instituição sejam passíveis de melhoria, os processos de concessão de diárias e passagens fluem sem interrupções, refletindo positivamente nas atividades-fim da Instituição
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Diedericks, Rita. "Students' perceptions of service quality at two South African higher education institutions / Rita Diedericks." Thesis, North-West University, 2012. http://hdl.handle.net/10394/10280.
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South African higher education institutions are facing increasing competition from both local and global competitors. This increasing competitive pressure has forced them to become aware of the importance of building and sustaining a suitable competitive advantage. Adding to this, South Africa’s economy, together with the world economies, has witnessed changing circumstances in relation to consumers’ needs, tastes and preferences. In this light, service quality has been recognised as a means to meet these challenges. As service industries play an important role in many economies around the world, the significance of providing an adequate level of service quality has emerged. Higher education institutions too are now being called upon to account for the quality of the services they provide. As service quality is a key strategic issue and a pervasive strategic force, the methods deployed in measuring service quality is of concern. Traditionally, higher education institutions used measures to account for the academic standards they provide, together with accreditation and performance indicators of teaching and research. However, from the viewpoint of their primary consumers, higher education institutions need to put measures in place to account for their students’ perceptions of service quality as well. Higher education institutions need to concentrate their attention on what the students feel is important in delivering the service. In measuring service quality from the perspective of the students, higher education institutions will be able to improve their service delivery processes, which will help to create consumer loyalty and, in the long-term, build a competitive advantage. The primary objective of this study was to provide a comparative view on the undergraduate students’ perceptions of the service quality delivered by two South African higher education institutions. The study comprised a literature review and an empirical study, and a descriptive research design was employed. The literature review focused on service quality. The literature review did not focus specifically on examining service quality from higher education institutions perspective but rather looked at service quality from the perspective of general service industries. In addition, in order to shape the literature on service quality, an introduction to services and services marketing was provided. Within the empirical portion of this study, quantitative research was applied using the survey method. Two South African higher education institutions formed the two sample groups in this study. A self-administered questionnaire was administered on the relevant first-, second- and third- year business and marketing management students of each sample’s respective faculties.
The findings obtained from the main survey questionnaire are discussed in order to provide insights as to how students’ evaluate the service delivery of higher education institutions. Given the limitations and scope of the study, a balanced view of the two sample groups is provided in that the sample groups were split representatively. The recommendations provided in this study provide guidelines regarding the possible ways in which higher education institutions can market themselves in order to build a sustainable competitive advantage.MCom, North-West University, Vaal Triangle Campus, 2012
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Silva, Ricardo Campos. "Qualidade de serviço e satisfação dos clientes : o caso de um alojamento turístico." Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/20963.
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Mestrado em Ciências EmpresariaisEste estudo pretende analisar a influência da qualidade do serviço na satisfação dos clientes de um alojamento turístico no Alentejo (distrito de Beja). Foi utilizado o modelo SERVPERF e uma metodologia quantitativa através de um questionário realizado a 116 clientes. A amostragem, não probabilística por conveniência, foi utilizada para recolher os dados que foram posteriormente tratados e analisados estatisticamente no SPSS 25.0. Os resultados mostraram que das cinco dimensões da qualidade em estudo quatro são responsáveis por influenciarem a satisfação dos clientes.
This study aims to analyze the influence of service quality on customer satisfaction of a tourist accommodation in Alentejo (Beja district). The SERVPERF and a quantitative methodology were used through a questionnaire conducted to 116 clients. Sampling, not probabilistic for convenience, was used to collect data that were later processed and statistically analyzed in SPSS 25.0. The results showed that of the five dimensions of quality under study, four are responsible for influencing customer satisfaction.
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Alves, José Artur Santos. "Plano de marketing para a loja "Banana Chiclete"." Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/11997.
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Mestrado em MarketingEste projeto consiste na elaboração de um Plano de Marketing a iniciar em 2016 para a loja Banana Chiclete. O estabelecimento concilia a venda de artigos têxteis e acessórios em 2ª mão com o serviço de cafetaria na zona histórica da cidade de Coimbra. Com este Plano, pretendeu-se efetuar o diagnóstico empresarial da loja, com enfoque na aferição da qualidade do serviço na perceção do cliente, determinação dos objetivos e estratégias genéricas de Marketing e delineação das táticas de Marketing Mix apropriadas. A Action Research foi a estratégia de investigação adotada. Nesta, o trabalho colaborativo entre o investigador e os membros da organização facilita o diagnóstico da situação organizacional para a analisar posteriormente e agilizar as restantes etapas do Plano. A aferição da qualidade do serviço é um fator-chave na perceção dos clientes (Zeithaml, Bitner, & Gremler, 2005), pelo que,com base no instrumento SERVPERF, se aplicou um inquérito por questionário aos clientes do estabelecimento. Deste projeto conclui-se que o recente interesse que desencadeou o crescimento deste mercado nos últimos anos, em Portugal, contrasta com a falta de dados do perfil sociodemográfico deste consumidor, a par da inexistência de dados de mercado deste setor. Além disso, é necessário ter em conta a importância do digital, tanto na comunicação destes estabelecimentos, assim como na venda de artigos neste meio - e-commerce. É necessária, também, a existência de serviços alternativos, a par de uma renovação constante do stock existente e criação de eventos que cativem os clientes a visitar o estabelecimento mais vezes.
This project consists in developing a marketing plan for the year 2016 for a second hand store named Banana Chiclete. They combine the sale of second hand garments and accessories with a cafeteria service, set in the historic city of Coimbra. The aim was to make the diagnosis of the store?s business, focusing on measuring the customers? perceived service quality, setting of goals and generic marketing strategies and definition of appropriate marketing mix tactics. Action Research was the adopted research strategy where the collaborative work between the researcher and the members of the staff allows the diagnosis of organizational situation for later review and streamlining of the remaining steps of the Plan. Gauging the quality of service is a key factor in customer perception (Zeithaml, Bitner, & Gremler, 2005) and, based on the SERVPERF instrument, administered a questionnaire to the store customers. This project concludes that the recent growing interest on this market in recent years, in Portugal, contrasts with the lack of sociodemographic this consumer profile data, along with the absence of market data in this sector. These facts make it difficult or even prevents a more accurate analysis. Moreover, it is necessary to take into vogue the importance of digital, especially in the communication of these establishments, as well as the sale of articles in this medium - e-commerce. Moreover, existence of alternative services, along with a constant renewal of the existing stock and creating events that captivate customers to visit more often establishment.
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Hyun, Sunghyup. "Creating and Validating a Measure of Customer Equity in Hospitality Businesses: Linking Shareholder Value With Return on Marketing." Diss., Virginia Tech, 2009. http://hdl.handle.net/10919/28350.
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Understanding the contribution of marketing to the shareholder value of a company has been a major challenge for marketing research. The purpose of this dissertation was creating and validating an attitudinal measure of customer equity in hospitality businesses, thus providing a link between return on marketing and the shareholder value of a company. The theoretical background of the customer equity construct was examined, and then systematic scale development processes were initiated. The results produced two concise scales: (1) 17 items that represent the six dimensions of customer equity in the restaurant industry and (2) 19 items that represent the six dimensions of customer equity in the hotel industry. Six dimensions of customer equity achieved strong convergent validity, discriminant validity, and internal consistency, indicating unidimensionality of the constructs. To further validate the newly developed scale, criterion validity was checked in correlation with six criterion measures using data collected from 590 hospitality industry consumers. The results demonstrate that customer equity closely reflects the shareholder value of a company. Also, it was found that value equity, brand equity, relationship equity, and service quality are significantly and positively correlated with overall customer equity of a company. In conclusion, customer equity represents the long-term value of a company, and reflects shareholder value of the company, thus providing a link with return on marketing investments. Theoretical and managerial implications are discussed.Ph. D.
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Ramanava, Aliaksandra, and Maria Franziska Scholl. "Customer Satisfaction within Live Performing Arts: The Case of Programbolaget i Jönköping." Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18628.
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Live performing arts are one of the most important heritages, defining the cultural identity of a society. Since live performing arts are cultural services, the process of experiencing them is pivotal in forming satisfaction on the customer side. Achieving customer satisfaction is crucial for non-profit cultural institutions operating under the Swedish cultural model. An investigation of the achieved level of customer satisfaction and a comparison to customer expectations is therefore necessary for offering cultural services, which meet customer expectations. Since service quality and hence customer satisfaction can be controlled via the elements of the services marketing mix, the authors focused on investigating the marketing mix of Programbolaget i Jönköping (PJ). The authors wish to investigate to what extent PJ’s current audiences are satisfied with the quality of the services marketing mix provided by PJ, what customers expect from it and what managerial implications can be advised to improve the service. The authors use a mixed methods approach. Quantitative data about customer satisfaction is collected via a questionnaire, which applies a five point Likert scale. Descriptive and non-parametric statistics are used in the data processing. Semi-structured interviews with PJ and customers are conducted to obtain information about the nature of PJ and customer expectations. The conclusions drawn from this study are that the overall level of satisfaction with PJs services marketing mix among PJ’s customers is satisfying, while deviations between the different elements exist, where the elements price, promotion and product score lowest. It is also found that some parameters of the marketing mix have significant levels of importance for customer groups. Customer expectations regarding the services, which scored low, were investigated through interviews. Based on the conducted statistical tests and the expectations of the customers, recommendations regarding PJ’s services are made in order to increase customer satisfaction.
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Ahmed, Mohammed. "Service Quality in Accounting Firms: its Effect on Client Satisfaction and Loyalty : A quantitative study based on the Swedish listed companies." Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-68602.
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Abstract Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. Further, researchers have emphasized the importance of measuring the quality dimensions over years and in various industries in order to manage it. Also, they have proposed that enhancing the quality of services enhances customer satisfaction and loyalty, in turn that will enable the service provider to meet the changes and challenges in its business environment. Purpose: Based on listed companies’ perception at Nasdaq Stockholm OMX, the study seeks to evaluate the service quality provided by accounting firms in Sweden and determine the situation of its dimensions, as well as to explore their direct impact on the client satisfaction and client loyalty. In addition, the study utilizes the SERVPERF model to measure the service quality’s dimensions. Approach/methodology: To achieve the purpose, the study conducts a deductive and quantitative approach with explanatory purpose. Also, the data has been collected based an online questionnaire. It was sent to 450 listed companies at Nasdaq Stockholm OMX, resulting in a sample of 58 respondents. The analysis has been conducted based on regression analysis. Result/discussion: the research presents and discusses the result based on two hypotheses groups separately. The first hypotheses group regarding the impact of service quality and its dimensions on customer satisfaction. The second hypotheses group concerning the impact of service quality and its dimensions on customer loyalty. Originality: To the researcher’s knowledge this study is considered as a first attempt using a multi-dimension scale to assess the service quality of the accounting firms in Sweden based on the perception of Swedish listed companies.
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Perron, Frédérique. "Qualité de service perçue et satisfaction du consommateur dans le commerce de détail." Dijon, 1996. http://www.theses.fr/1996DIJOE005.
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L'objectif de la présente étude est de proposer un modèle de formation de la qualité de service perçue du consommateur, dans le commerce de détail. Le commerce, véritable prestation de service au profit du consommateur, constitue l'angle d'observation de notre recherche. Plutôt que d'étudier la qualité de service perçue d'un point de vente, nous nous intéressons à la qualité de service perçue d'une zone d'achat et privilégions deux types d'achat : l'équipement de la personne et l'achat de produits alimentaires. Cette recherche dégage deux apports théoriques principaux : - le premier se situe au niveau de l'instrument de mesure de la qualité de service perçue. Nous donnons, tout d'abord, une définition de l'indicateur de la qualité de service. Puis, nous comparons deux échelles multi-items de la qualité de service perçue (servqual et servperf) afin de proposer l'instrument de mesure présentant des qualités psychométriques satisfaisantes. - le second consiste à essayer de déterminer les facteurs modérateurs (personnels et situationnels) intervenant dans la perception de la qualité de service d'une zone d'achatPresenting a model of the formation of the quality of a service as it is perceived by the consumer is what this particular study aims at. As a service offered to the consumer, commerce constitutes the focal point of our research. Rather than studying the perceived quality of an outlet's services, we have chosen to deal with the perceived quality of services in a shopping area and have privileged two kinds of purchases : people's equipment and outfits and food products. Our research states two main theoritical introductions : - the first one concerns the measure tools of perceived quality of a service. To start with, we give a definition of the indicator of the quality of a service. We then compare two multi-items scales of the perceived quality of a service so as to suggest a measure tool with satisfactory psychometric qualities; - the second one is an attempt at determining the moderating factors (personal and environment and service-related) that intervene in the perception of the quality of services of a given shopping area
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Miñope, Pisfil Gian carlo, and Martínez Ana Cynthia Valera. "Percepción de la calidad según las usuarias de los servicios: Control Prenatal y Parto en las clínicas de Lima Metropolitana." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2019. http://hdl.handle.net/10757/628189.
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La presente investigación tuvo como principal objetivo determinar la percepción de calidad de las usuarias de los servicios Control Prenatal y Parto en clínicas de categorías II y III de Lima Metropolitana y cómo esta información puede ser considerada como valiosa para generar un incremento de la demanda de atenciones en dichos establecimientos de salud. La metodología empleada se ha enmarcado dentro del enfoque cuantitativo porque ha estado conformada por un conjunto de procesos secuenciales que buscan determinar el nivel de percepción de la calidad. Para analizar las dimensiones que constituyen la calidad del servicio se ha utilizado la metodología Valoración del Desempeño – SERVPERF (por sus siglas en inglés).
Para evaluar la percepción de la calidad de servicio se han establecido las siguientes dimensiones: Fiabilidad, Seguridad, Tangibilidad, Capacidad de Respuesta y Empatía. Para ello se construyó un cuestionario, que fue validado por criterio de especialistas y estadísticamente mediante el Coeficiente Alfa de Cronbach; obteniendo un resultado equivalente a 0,935 que indica una alta confiabilidad. El resultado general ha mostrado que sólo el 32,9% de las encuestadas ha percibido la calidad de los servicios de Control Prenatal y Parto en clínicas de categorías II y III de Lima Metropolitana como buena. El 65,3% la ha percibido como regular y un 1,8%, como mala. Las dimensiones más valoradas como buenas han sido las de Seguridad y Tangibilidad con un 42,67% y 40,87%, respectivamente. La Capacidad de respuesta ha sido la dimensión más valorada como mala (11,31% del total de las personas encuestadas).The main objective of this research was to determine the perception of quality of the users of prenatal control and childbirth services in category II and III clinics of Lima Metropolitana and how this information can be considered valuable to increase in the demand for care in these health facilities. The methodology used has been framed within the quantitative approach because it has been made up of a set of sequential processes that seek to determine the level of perception of quality. The Performance Valuation – SERVPERF methodology has been used to analyze the dimensions of service quality. The following dimensions have been established to assess the perception of quality of service: Reliability, Safety, Tangibility, Responsiveness and Empathy. To do this, a questionnaire was built, which was validated by specialist criteria and statistically by the Cronbach Alpha Coefficient; obtaining a result equivalent to 0.935 indicating high reliability. The overall result has shown that only 32.9% of respondents have perceived the quality of Prenatal Control and Childbirth services in category II and III clinics in Lima Metropolitana as good. 65.3% have perceived it as regular and 1.8% as bad. The dimensions most valued as good have been Safety and Tangibility with 42.67% and 40.87%, respectively. Responsiveness has been the most valued dimension as bad (11.31% of the total respondents).
Tesis
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Arica, Mauricio Maria Teresa, Felix Megan Alessandra Effio, and Peralta Sharom Vanessa Ramos. "Análisis y propuestas de mejora de la calidad de servicio de las mypes del sector de mecánica automotriz de Lima Norte, basado en la metodología Servperf aplicado en los clientes de los talleres mecánicos de Lima Metropolitana." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2019. http://hdl.handle.net/20.500.12404/15697.
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La presente investigación tiene como finalidad medir y evaluar la percepción de la
calidad que tienen los clientes sobre los servicios brindados por los talleres de mecánica
automotriz de Lima Metropolitana, y a partir de ello identificar oportunidades de mejora y
generar estrategias que ayuden a mejorar la calidad del servicio en la zona de Lima Metropolitana
que haya obtenido una menor valoración por parte de los clientes. Para llevar a cabo la
evaluación, se tomó como base el modelo Servperf, el cual consiste en un cuestionario que mide
la percepción de la calidad del servicio a través de cinco dimensiones.
En base a ello, esta investigación ha tenido como casos de estudio diversas mypes de
talleres de mecánica automotriz ubicados en Lima Metropolitana, de las cuales se obtuvo
información valiosa sobre el sector, sus clientes, la condición actual de su empresa y de su forma
de gestión y servicio a través de diferentes técnicas de recolección de datos. Luego, se procedió
a contrastar la información brindada por los encargados de los talleres de mecánica automotriz
y la obtenida por los clientes; en base a las distintas zonas geográficas de Lima Metropolitana y
a las variables de las cinco dimensiones del modelo Servperf.
Con los hallazgos obtenidos del trabajo de campo se logró identificar diversos problemas
que tenía el sector, tales como la informalidad de las empresas, la distribución de planta y
limpieza, ausencia de confianza por parte de los talleres, carencia de conocimientos técnicos de
los trabajadores, falta de herramientas de control y gestión de los gerentes.
A partir de los resultados, se elaboraron diversas propuestas de estrategias a corto y largo
plazo para los talleres de mecánica automotriz ubicados en la zona de Lima Metropolitana que
menor valoración hayan tenido en la evaluación de su percepción de la calidad de servicio. Entre
las propuestas de mejora a corto plazo se encuentra la del área comercial, con la propuesta de un
esquema de reunión de ventas, una fuerza de ventas y planes de acción para la fidelización y
retención de clientes. Además, se elaboró una propuesta para una mejor gestión del talento
humano, en la que se presenta diversas opciones de programas de capacitación y motivación para
el personal técnico que labora en los talleres. Respecto, a las propuestas de mediano y largo plazo
están enfocadas en la contratación de personal calificado y en la distribución de espacios e
instalaciones; así como en la implementación de servicios complementarios en diversas áreas del
negocio, todo ello con la finalidad de reforzar el servicio principal que brindan, que es el de
mantenimiento y reparación de vehículos automotores, además de mejorar la calidad del servicio
que brindan a sus clientes.Tesis
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Nukpezah, Daniel, and Cephas Nyumuyo. "What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1190.
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Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. Indeed the theoretical perspective is that competitive pricing as well as company image and reputation contribute to customer satisfaction and that service quality along a number of pathways drives customer loyalty and profitability thus: service quality--> customer satisfaction--> customer loyalty --> market share --> profitability. A few empirical studies have found these linkages to be true. However these factors differ in importance based on the cultural setting. We investigate (1) whether these relationships exist and (2) which of these factor(s) is/are important in motivating consumer loyalty from the perspectives of retail banking customers in Ghana. The study draws on customer behaviour and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al., (1988), Cronin and Taylor (1992), and Brady and Cronin (2001) respectively as well as other researches based on the literature on customer satisfaction and loyalty. We used both quantitative and qualitative research approaches in our study and have drawn from both primary and secondary sources of data. We made use of a 7 point likert scale to develop indexes for the main constructs measured in this study and applied correlation, chi square (χ2) and regression analyses to evaluate the hypothesised relationships. Further we qualitatively analysed aspects of the data hinging on explanatory aspects of our research. The results among other things reveal that whilst service quality (especially empathy and reliability) and bank image and reputation are important instigators of customer satisfaction and loyalty, competitive pricing showed a weak linear relationship with customer satisfaction and loyalty (r < 0.5). On the other hand, increased market share was found to influence banks’ profitability. Finally we discuss the management implications of the study in terms of customer retention and profitability strategies for the banks in Ghana. We emphasise that management strategies that are service quality conscious, use person-organisation fit approaches to recruitment and effectively communicate strategies could help institutionalise a culture that is customer relation centred, help banks survive the competition, retain their customers and in the long run increase their profitability.
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Souza, Glaucia Cunha de, and 92-99132-9502. "A qualidade do atendimento ao público: um estudo de caso no Instituto Municipal de Planejamento Urbano – IMPLURB/Prefeitura Municipal de Manaus." Universidade Federal do Amazonas, 2017. http://tede.ufam.edu.br/handle/tede/5906.
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The quality of service in public services is vital for society, especially services for urban mobility. This work aims to analyze the quality of the service provided to the user of the Municipal Urban Planning Institute (IMPLURB), an organ belonging to the Municipality of Manaus (PMM), aiming to propose improvements aimed at citizens. The specific objectives are: to identify the profile of users of the services; Evaluate the perception of service providers regarding the quality practiced, seeking to qualify the service according to their need; And propose improvements based on Total Quality Management (TQM). Regarding the methodology, the research is of the descriptive type, of quantitative nature; As well as the means, bibliographical, documentary, case study and field research, using 139 (one hundred and thirty-nine) questionnaires with structured questions for data collection. The questionnaire was divided into five dimensions: tangibility, reliability, responsiveness, security and empathy, with a weighting in the SERVPERF (Service Performance) scale method. As for the statistical data, the free statistical software R 3.0.3 was used. The results show a positive general perception of 64.8% of service takers, regarding the quality practiced. It is recorded that of the 22 assertions studied, only four presented indices below the average (physical space unsuitable for people with special needs, requested services delivered outside the promised time, body does not open exceptions to attend at different times if users have an extra need , And the use of the Internet or the telephone for information and scheduling were not channels of service of the service that sought. On the other hand, five assertions achieved an approval rate equal to or greater than 80%, namely: 80% believe that they receive the guidelines correctly in the first contact; 86.4% feel that servers transmit responsibility in the performance of their tasks; 85% believe that servers are capable of serving users; 82% believe that servers treat users with attention and cordiality; And 84.1% say that the servers show respect and respect to users. Thus, above-average rates revealed by this research may provide reflections on the quality of the service provided to the Autarchy user, thus collaborating with proposals for improvements aimed at assisting the citizens of Manaus.
A qualidade do atendimento em serviços públicos é vital para a sociedade, especialmente os serviços voltados à mobilidade urbana. Este trabalho tem como objetivo analisar a qualidade do atendimento prestado ao usuário do Instituto Municipal de Planejamento Urbano (IMPLURB), órgão pertencente à Prefeitura Municipal de Manaus (PMM), visando propor melhorias voltadas aos cidadãos. Têm-se como objetivos específicos: identificar o perfil dos usuários dos serviços; avaliar a percepção dos tomadores de serviços quanto à qualidade praticada, buscando qualificar o atendimento conforme a necessidade dos mesmos; e propor melhorias com base na Gestão da Qualidade Total (GQT). Com relação à metodologia, a pesquisa é do tipo descritiva, de natureza quantitativa; quanto aos meios, bibliográfica, documental, estudo de caso e pesquisa de campo, utilizando-se 139 (cento e trinta e nove) questionários com perguntas estruturadas para a coleta de dados. O questionário foi dividido em cinco dimensões: tangibilidade, confiabilidade, responsividade, segurança e empatia, com lastro no método de escala SERVPERF (Service Performance). Quanto aos dados estatísticos foi empregado o software estatístico livre R 3.0.3. Os resultados revelam percepção geral positiva de 64,8% tomadores de serviço, quanto à qualidade praticada. Registra-se que das 22 assertivas estudadas, apenas quatro apresentaram índices abaixo da média (espaço físico inadequado para portadores de necessidades especiais; serviços solicitados entregues fora do tempo prometido; órgão não abre exceções para atender em horários diferenciados caso os usuários tenha uma necessidade extra; e a utilização da internet ou do telefone para informações e agendamentos não foram canais de atendimento do serviço que buscava). Por outro lado, cinco assertivas lograram índice de aprovação igual ou superior a 80%, a saber: 80% acreditam que recebem as orientações corretamente no primeiro contato; 86,4% sentem que os servidores transmitem responsabilidade no cumprimento das suas tarefas; 85% considera que os servidores são capacitados para atender os usuários; 82% julga que os servidores tratam os usuários com atenção e cordialidade; e 84,1% reputa que os servidores demonstram consideração e respeito aos usuários. Sendo assim, os índices acima da média revelados com esta pesquisa, podem proporcionar reflexões a respeito da qualidade do atendimento prestado ao usuário da Autarquia, colaborando assim, com proposições de melhorias voltadas ao atendimento dos cidadãos de Manaus.
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Wentzel, Kim-Lee. "An investigation of students' perceptions and expectations of service delivery and service quality at an institution for higher education and training within a provincial government department in the Western Cape." Thesis, University of the Western Cape, 2011. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_4412_1323422257.
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The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted.
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Le, Phung Tan. "Evaluation of public hospital performance in Khanh Hoa Province : Vietnam in connection with patient and staff satisfaction surveys." Thesis, Queensland University of Technology, 2014. https://eprints.qut.edu.au/72968/1/Phung_Le_Thesis.pdf.
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This research aimed to develop a framework for performance evaluation of public hospitals in Vietnam that is culturally, socially, and politically appropriate. The research included both qualitative and quantitative methods and identified and validated novel instruments to measure patient satisfaction and job satisfaction of hospital staff and to determine a set of hospital indicators that reflect the quality of hospital performance. New models for understanding the determinants of patient and staff satisfaction were developed along with a new performance indicator framework for hospital performance. These instruments will now be applied to the evaluation of hospital services in Khanh Hoa Province, permitting longer term evaluation of their effectiveness in changing system wide performance and satisfaction.
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Lee, Hyung-Jin. "Factors Related to Grantee Perception of Service Quality in the Community Chest of Korea." Case Western Reserve University School of Graduate Studies / OhioLINK, 2006. http://rave.ohiolink.edu/etdc/view?acc_num=case1149903609.
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Ferreira, Daniel Bruno Fernandes. "Gestão de qualidade nos Serviços de Gestão Académica da Universidade de Aveiro." Master's thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/16301.
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Mestrado em GestãoO objetivo deste trabalho é desenvolver um modelo que permita efetuar uma avaliação dos serviços administrativos prestados numa Instituição de Ensino Superior (IES), especificamente aos Serviços de Gestão Académica (SGA) da Universidade de Aveiro. Em face da literatura revista e com base no modelo concetual, foram propostas um conjunto de 5 hipóteses que se centram no facto de as dimensões de qualidade em serviços (ie: tangibilidade, confiança, capacidade de resposta, garantia e empatia) poderem afetar a satisfação geral com o serviço, quer por parte dos clientes externos (alunos e familiares) quer por parte dos clientes internos (pivots departamentais) quer ainda por parte dos funcionários dos SGA. Para além disso, procurou-se verificar se a satisfação demonstrada por estes três tipos de clientes é condicionada pelo facto de o serviço ser prestado numa altura de baixa ou elevada procura. Numa primeira fase, após a análise fatorial, foi efetuada uma regressão linear multivariada no sentido de validar as 5 hipóteses em situações de baixa e de elevada procura por parte dos clientes externos e funcionários dos SGA, tendo os clientes internos (pivots departamentais) apenas sido inquiridos num momento intermédio. Tendo estas hipóteses sido validadas, foi efetuada uma regressão linear múltipla que permitiu aferir a influência das 5 dimensões de qualidade na satisfação, quer em períodos de elevada procura, quer em períodos de baixa procura. Finalmente foi efetuada uma comparação sistemática da forma como o desempenho e a importância dos fatores é avaliada pelos clientes externos e pelos funcionários em períodos de baixa e elevada procura, sendo ainda feita uma análise para os pivots departamentais num momento intermédio. Em conclusão procurou-se identificar um conjunto de medidas que permitam gerir e melhorar o desempenho da organização e do serviço prestado.
The objective of this work is to develop a model that performs an assessment of the administrative services of a Higher Education Institution (HEI), specifically to the Academic Administrative Services of the University of Aveiro. Given the literature reviewed and based on a conceptual model, it was proposed a set of five hypotheses that focus on the fact that the dimensions of quality in services (i.e.: tangibility, reliability, responsiveness, assurance and empathy) can affect the general satisfaction with the service, either by external customers (students and families) or internal clients (departmental pivots), or the employees of Administrative Services. Furthermore, it was evaluated if the satisfaction demonstrated by these three types of customer is conditioned by the fact that the service is provided at a time of low or high demand. After an initial factorial analysis, it was performed a multivariate linear regression in order to validate the 5 cases in situations of low and high demand from external customers and employees of Academic Administrative Services. After validating these hypotheses, a multiple linear regression was performed which allowed assessing the influence of the five dimensions of quality in periods of high or low demand. Finally, a systematic comparison of how the performance of the different factors and their importance is evaluated by external customers and the departmental pivots in periods of low and high demand was finally made. As a conclusion, and based on this data, this work tries to identify a set of measures to manage and improve the performance of the organization and of the services provided.
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Valente, Cátia Vanessa Gonçalves. "Reorganização judiciária, nova gestão judicial e a importância da qualidade." Master's thesis, Universidade de Aveiro, 2018. http://hdl.handle.net/10773/22898.
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Mestrado em Administração e Gestão PúblicaO presente trabalho propõe-se a avaliar a qualidade percebida dos serviços prestados num determinado Tribunal. É avaliada a satisfação dos utentes e dos magistrados e oficiais de justiça, tendo por base as perceções que têm em relação ao serviço prestado num novo contexto de reorganização judiciária e nova gestão judicial, cuja implementação ocorreu em 2014. Através deste trabalho foi possível avaliar as perceções dos utentes na prestação do serviço no Tribunal Judicial e Serviços do Ministério Público sediados em Coimbra e aferir as principais diferenças comparativamente aos resultados obtidos no que concerne aos magistrados e oficiais de justiça que ali exerciam funções à data. Intentou-se conjuntamente estudar a utilidade do modelo SERVPERF na realidade do sistema judicial português. Os dados foram recolhidos através de inquéritos por questionários elaborados para o efeito, tendo por base a estrutura do modelo SERVPERF, adaptado a este serviço específico que é o da justiça. Foi igualmente recolhida informação junto da Exma. Sra. Juiz Presidente da Comarca de Coimbra, através de entrevista exploratória, com o intuito de aprofundar os dados recolhidos através dos referidos questionários. Através da análise dos dados obtidos foi possível verificar que os inquiridos têm uma perceção positiva da qualidade dos serviços. De igual forma, permitiu concluir que o SERVPERF se mostrou útil para medir a qualidade percebida dos serviços em causa.
This research work aims to analyse the perceived quality of the services provided in Court. The satisfaction of the users, magistrates and bailiffs is evaluated. Their satisfaction is based on the service provided within the new and reorganized judicial and judicial management context, which took place in 2014. This research allowed us to evaluate the perceptions from users of the Judicial Court and Public Prosecution Service located in Coimbra. It compared them with those of the magistrates and judicial officers there at the time; distinguishing the main differences between them. In addition, we have also attempted to analyse the Portuguese judicial system through the length of the SERVPERF model. The data was collected through questionnaires based on SERVPERF model structure and adapted to the specific justice system under evaluation here. In addition, information was collected by an exploratory interview of Mrs. Judge President of the County of Coimbra, which elaborated the data collected through the questionnaires. The data collected has shown that the respondent are satisfy with the services. We were also able to conclude that the SERVPERF turned out to be a very reliable source for the collection of data in justice system.
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Martínez, Argüelles María Jesús. "Calidad del servicio percibida en entornos virtuales de formación superior." Doctoral thesis, Universitat de Barcelona, 2006. http://hdl.handle.net/10803/48524.
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La calidad del servicio en la formación superior ha recibido una atención creciente desde la última década del siglo pasado (O’Neill y Palmer, 2004). Esa atención abarca una serie de cuestiones diversas pero estrechamente relacionadas: la determinación de las dimensiones que integran el constructo calidad del servicio percibida en la formación superior (Rowley, 1997), el diseño de sistemas o modelos de gestión de la calidad (Owlia y Aspinwall, 1996), o los problemas asociados a la implementación de dichos sistemas en el ámbito de la formación superior (Roffe, 1998). Como transfondo de todas ellas aparece, no obstante, la discusión sobre la oportunidad de aplicar un enfoque basado en la satisfacción del consumidor a un contexto –la formación superior– en el que la invocación de términos como mercado o cliente provoca todavía hoy cierto rechazo (Aldridge y Rowley, 1998; Emery et al., 2001).
Los cambios asociados a las nuevas demandas formativas de la denominada “sociedad del conocimiento”, el creciente número de proveedores de servicios formativos y, por último, pero no por ello menos importante, el impacto de las tecnologías de la información y la comunicación, que ofrecen nuevas posibilidades de generación y provisión de servicios formativos presenciales y a distancia –como las que se materializan en los entornos virtuales de formación– están obligando a las “universidades de todo el mundo a reexaminar sus estructuras organizativas, sus estrategias de negocio y sus procesos” y, en particular, a “adoptar una estrategia competitiva que permita diferenciar sus ofertas de las de sus competidores” (DeShields Jr. et al., 2005), basada en la provisión de un nivel superior de calidad del servicio (Jiang y Roseenbloom, 2005).
Sin embargo, para que cualquier universidad, como institución proveedora de servicios, pueda articular una estrategia como la que acabamos de describir es necesario que previamente sea capaz de averiguar qué tipo de atributos tienen en cuenta sus consumidores –los estudiantes– a la hora de evaluar la calidad de los servicios que reciben y, además, de determinar cuál es la importancia relativa que asignan a cada uno de ellos.
Siguiendo la recomendación realizada por Parasuraman et al. (2005), a cuyo tenor una importante prioridad de la investigación consiste en evaluar las escalas diseñadas para medir la calidad del servicio “en el contexto de los servicios online puros, realizando las adaptaciones necesarias y analizando las propiedades psicométricas de dichas escalas adoptadas”, el propósito último de este trabajo de investigación es:
“Diseñar y validar un instrumento que nos permita averiguar cómo evalúan los estudiantes la calidad de los servicios que se les ofrecen en los entornos virtuales de formación superior”.
A partir de una encuesta en la que han participado 2.108 estudiantes de la Universitat Oberta de Catalunya y utilizando como metodología principal el modelo de ecuaciones estructurales, en esta tesis doctoral se:
- Determinan las dimensiones que conforman la calidad del servicio percibida en el ámbito de la formación superior online.
- Analizan comparativamente los modelos de evaluación de la calidad del servicio percibida basados en las percepciones o resultados del servicio y los modelos inspirados en el paradigma disconfirmatorio.
- Compara la conceptualización que los estudiantes realizan de los constructos expectativas e importancia en relación con los diferentes atributos del servicio.
- Examina cómo varía el nivel percibido de calidad del servicio en la formación superior en entornos virtuales en función de diversos factores contextuales (edad, sexo, motivación, rendimiento académico, precio de los estudios, etc.).
- Analiza la relación existente entre las dimensiones del servicio, la calidad del servicio percibida, la satisfacción, la fidelidad y la disposición a recomendar el servicio en el contexto de los entornos virtuales de formación."Perceived Service Quality in Online Higher Education " Universities around the world are being forced to reexamine their organizational structures, business strategies and processes, to adopt a competitive strategy for differentiating their offerings from those of their competitors (DeShields Jr. et al. , 2005). For any university to adopt a strategy based on providing a superior level of service quality, it must previously be able to find out what attributes students consider when evaluating the quality of services they receive and what is the relative importance they assign to each of them. Thus, an important research priority (Parasuraman et al., 2005) is to evaluate the scales designed to measure the quality of service "in the context of pure online services, making the necessary adjustments and analyzing the psychometric properties of these scales adopted". The final purpose of this thesis is: "To design and validate an instrument that allows us to find out how students evaluate the quality of services offered to them in online higher education." Based on a survey to 2108 students from the Open University of Catalonia and using structural equation model as the main methodology, this thesis: • Determines the dimensions that compose the perceived service quality in online higher education. • Compares the models to assess the perceived service quality based on perceptions of service outcomes and those based on the disconfirmation model. • Compares students conceptualization of the expectations and importance constructs in relation to the different service attributes. • Examines how the levels of perceived service quality change depending on different contextual factors (age, sex, motivation, academic performance, price studies, etc.). • Analyzes the relationship between the dimensions of service, perceived service quality, satisfaction, loyalty and willingness to recommend the service in the context of virtual learning environments.
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Miranda, Dulce Maria Lourenço. "Compreender os atributos da qualidade percebida pelos clientes/utentes do grupo CUF : O caso de três serviços de imagiologia da Região de Lisboa." Master's thesis, Universidade de Évora, 2010. http://hdl.handle.net/10174/21317.
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O presente estudo tem como objectivo geral a análise dos atributos da qualidade percebida pelos clientes/utentes nos Serviços de lmagiologia de três unidades de saúde privado e a sua relação com a satisfação dos mesmos. Para o desenrolar da pesquisa criou-se um modelo de investigação baseado na adaptação dos pressupostos interdisciplinares existentes na área do estudo das relações entre os atributos da qualidade percebida e a satisfação dos actores individuais e colectivos. A nível metodológico utilizou-se um estudo transversal, descritivo e correlacionai, recorrendo ao inquérito por questionário para a recolha privilegiada de dados, cuja concepção baseou-se numa adaptação da escala SERVPREF (Cronin & Taylor 1992, 1994) e das dimensões do modelo SERVQUAL (PZB, 1991), assim como doutros modelos na área da Radiologia e dos serviços hospitalares. O estudo incidiu sobre uma amostra não probabilística de 201 clientes/utentes de três Serviços de lmagiologia de Lisboa do grupo CUF, que recorreram aos serviços prestados ao nível da TC, RM e Mamografia em 2009. O protocolo de tratamento de dados utilizado teve em linha de conta os objectivos da investigação, incidindo na análise descritiva uni, bi e multivariada. Os dados recolhidos foram tratados via SPSS 17, cujos resultados colocaram em evidência de que a consistência interna da escala do modelo global adoptado apresenta um valor de Alpha Cronbach de 0,953, variando os valores parcelares das diferentes sub-dimensões factoriais entre 0,820 a 0,907. Os factores extraídos via análise factorial por componentes principais permitiu identificar os eixos dum modelo global para os serviços estudados, em que testado via AMOS 17 permitiu validar um sub modelo final de equações estruturais (SEM: Structural Equation Modeling) que traduz a matriz da qualidade percebida dos três Serviços de lmagiologia de Lisboa do grupo CUF. Os resultados sugerem ainda uma forte correlação entre a qualidade percebida em geral e a satisfação dos clientes/utentes. Em suma, foram atingidos os objectivos principais do estudo com a validação de um modelo de análise da qualidade percebida pelos clientes/utentes dos Serviços de lmagiologia e a análise das percepções dos clientes/utentes dos mesmos serviços no que diz respeito às avaliações da qualidade do "desempenho" do serviço prestado. De acordo com os resultados é proposto uma intervenção sócio-organizacional no âmbito do desempenho dos profissionais, designadamente em gestão do risco e segurança dos clientes/utentes para os Serviços de lmagiologia. / ABSTRACT: This study aims to analyse the perceived quality by customers I users of diagnostic imaging services in three units of private health services and its relations with user's satisfaction. To develop the research, a research model was created, based on the adjustment of the interdisciplinary assumptions existing in the area of the study of the relations between the attributes of perceived quality and the satisfaction of individual and collective actors. From a methodological tier, a cross-sectional descriptive and correlation study was used, using the survey questionnaire for collecting relevant data, whose design was based on an adjustment of the scale SERVPREF (Cronin and Taylor 1992, 1994) and dimensions of the SERVQUAL model (PZB, 1991), as well as of other models in the field of radiology and hospital services, and the model HQual (Silva et al., 2009) to explore the dimensions of quality and satisfaction. The study focused on a non-probability sample of 201 customer’s users of three imaging services at the Lisbon CUF group, who resorted to the services provided at the CT, MRI and Mammography level in 2009. The data treatment protocol which was used took into account the research objectives, through unit, bi and multivariate analysis. The research data were processed through SPSS 17, and the respective results have demonstrated that the internal consistency of the scale of the global model adopted has a Cronbach alpha value of 0.953, varying the parcel values of the different sub-factorial dimensions between 0.820 and 0.907. The factors extracted by factorial analysis by principal components allowed the identification of the axes of a comprehensive model for the services studied, as testing by AMOS 17 allowed to validate a final structural equation sub-model (SEM: Structural Equation Modeling) of a matrix of perceived quality and satisfaction of customers I users from three department of radiology from Lisbon CUF group. The results also suggest a strong correlation between perceived quality and overall satisfaction of customer’s users. ln short, the main objectives of the study have been achieved with the validation of an analytical model of perceived quality and satisfaction of customer’s users of services and imaging services and the analysis of the perceptions of customer’s users of these services with regard to quality ''performance" assessments of service. According to the results, a social organizational intervention is proposed with respect to the performance of professionals in risk management and safety of customer’s users for lmaging Services.
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Jorge, Gabriela André. "Avaliação da viabilidade de mapeamento das tarefas do consumidor em processos de serviços." Universidade de São Paulo, 2013. http://www.teses.usp.br/teses/disponiveis/3/3136/tde-16052014-152206/.
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Esta dissertação aborda o problema da falta conhecimento a respeito do processo de mapeamento e avaliação das tarefas executadas pelos consumidores em processos de serviços reais. De fato, a literatura acerca da construção de mapas que permitam visualizar as tarefas desempenhadas pelos consumidores nos processos de serviço ainda se mostra escassa o que motiva o desenvolvimento de pesquisas que venham a contribuir para a sistematização e difusão de tal prática. Neste contexto, este trabalho objetiva contribuir com o gerenciamento e controle das operações de serviço verificando como a participação do consumidor nos processos de serviço pode ser mapeada e medida. Desta forma são considerados os seguintes objetivos específicos: a) Verificar como a literatura propõe a construção de mapas para visualizar as tarefas executadas pelos consumidores em processos de serviço; b) Aplicar o Mapa de Consumo em casos reais de serviço detalhando como a construção deste mapa pode ser conduzida, identificando e medindo as tarefas desempenhadas pelos consumidores; c) Identificar as principais dificuldades encontradas na construção do Mapa de Consumo e medição das tarefas dos consumidores. As principais ferramentas identificadas na revisão da literatura para a forma de mapeamento focada foram o SIPOC, Blueprint, Mapa de Consumo, Carta de Atividades e SERVPRO. Realizou-se então uma análise comparativa das mesmas, procurando-se destacar aspectos singulares da forma como propõem que a participação do consumidor no processo de serviço seja visualizada. Para se coletar dados empíricos sobre a aplicação de uma ferramenta de mapeamento com o propósito de representar e analisar a participação do consumidor, a pesquisa explora o potencial de aplicação da ferramenta Mapa de Consumo, proposta por Womack e Jones (2006), no estudo das tarefas e interações que compõem processos de serviço em que o consumidor atua como coprodutor, exercendo papel fundamental para concretização do serviço. Assim, o escopo desta pesquisa foi delimitado à consideração de processos de serviço do tipo faça você mesmo com interação remota e com interação presencial, entre cliente e provedor, em casos nos quais a variabilidade do processo é baixa. O serviço do tipo faça você mesmo com interação remota selecionado como objeto de estudo foi um processo de compra coletiva pela internet, e para seu mapeamento foram adotados os métodos de coleta de dados por estudo de caso, utilizando a empresa provedora do serviço como fonte de dados, e experimento, recorrendo aos seus consumidores como fonte de dados. Para o serviço do tipo faça você mesmo com interação presencial, selecionou-se o processo de estacionar o carro em um shopping center, e para seu mapeamento foi adotado o método de coleta de dados por meio de uma enquete realizada in loco com seus consumidores. Ao final da pesquisa, conclui-se que a construção e aplicação do Mapa de Consumo para os processos de serviço do tipo faça você mesmo, tanto na modalidade com interação remota como na modalidade com interação presencial são viáveis e que as principais dificuldades acerca da construção dos mapas referem-se ao tempo requerido para coleta dos dados e a adesão de participantes à pesquisa. Além disso, são elencadas propostas para o desenvolvimento de pesquisas futuras relacionadas ao tema abordado nesta dissertação.This dissertation examines the problem of lack of knowledge about the process of mapping and evaluating the tasks performed by consumers in real service processes. Indeed, the literature about the construction of maps that enable the visualization of tasks undertaken by consumers in service processes are still scarce, what motivates the development of research works that might contribute to the systematization and dissemination of such practice. In this context, this work aims at contributing to the management and control of service operations, by examining how the consumer participation in service processes can be mapped and measured. Thus, the following objectives are considered: a) Verify how the literature proposes the construction of maps to visualize the tasks performed by consumers in service processes; b) Apply the Consumption Map in cases of real service detailing how the construction of this map can be conducted, by identifying and measuring tasks undertaken by consumers; c) Identify the main difficulties encountered in the construction of Consumption Map and in the measurement of consumer tasks. The main tools identified in the literature review to address this kind of mapping were SIPOC, Blueprint, Consumption Map, Activity Chart and SERVPRO. A comparative analysis of these tools was developed seeking to highlight unique aspects of the way how they propose that consumer participation in the service process be displayed. To collect empirical data on the application of a mapping tool with the purpose of representing and analyzing the participation of consumer, the research explores the potential application of the Consumption Map tool, proposed by Womack and Jones (2006), in the study of tasks and interactions that compose service processes in which the consumer acts as co-producer, playing a fundamental role for the realization of the service. Therefore, the purpose of this research was limited to the analysis of service processes of \"do it yourself\" type with remote interaction and with face-to-face interaction between customer and provider, in cases in which process variability is low. The \"do it yourself\" type of service with remote interaction selected as the object of the study was a process of shared shopping by the internet, and for its mapping the data collection method adopted were the case study, using the service provider company as data source, and experiment, using its consumers as data source. For the \"do it yourself\" type of service with face-to-face interaction, it was selected the car parking process in a shopping center, and the data collection method adopted for its mapping was a survey conducted in situ with its consumers. At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of \"do it yourself\" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.
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Chen, Chih-Hsuan, and 陳志炫. "A Comparative Study Between Revised SERVQUAL and Revised SERVPERF on Measuring Information Systems Service Quality." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/10585087720014543003.
Full textAbstract:
碩士銘傳大學
資訊管理研究所
88
Since proposed by Parasuraman, Zeithaml, and Berry in 1985, SERVQUAL is a good and widely used means for measuring service quality. However, it still exists a lot of disputes in the IS domain. An alternative instrument, namely SERVPERF, proposed by Cronin and Taylor in 1992 was capable to compare with SERVQUAL on measuring service quality. The main purpose of this study is to compare reliability, construct validity, criterion-related validity, dimensionality, and predictive superiority of the revised SERVQUAL with the revised SERVPERF on measuring information systems service quality. The study conducted an empirical survey to examine three different industries─banking, manufacturing, and non-manufacturing (service). The empirical result suggests that the revised SERVPERF instrument outperforms the revised SERVQUAL instrument in reliability, construct validity, criterion-related validity, dimensionality, and predictive superiority on measuring IS service quality. Moreover, this study also investigates whether the results of overall service quality, overall satisfaction toward IS service, and further IS service intentions will have statistical significance in four demographic variables (sex, age, level of education, and year of work experience). The result indicates that overall service quality, overall satisfaction toward IS service, and further IS service intentions do not have statistical significance in four demographic variables.
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林慧莉. "The Comparison Research of the Service Quality measure methods “SERVQUAL” and “SERVPERF” in the Hospital Nursing." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/11360891088956566930.
Full textAbstract:
碩士佛光大學
管理學系
98
The purpose of this study is using the SERVQUAL and SERVPERF tools of the service quality measurement to establish the inpatients service quality measurement model on the nursing service. SERVQUAL is defined as performance minus expectation and SERVPERF is measurement by Performance. The study also aims to explore the overall difference in the goodness of fit between these two models. The difference may be seen as a reference for the future development of practical usage of nursing service quality. The construction of the nursing service quality measurement model in this study is based on the five dimensions of service quality model proposed by Parasuraman, Zeithaml and Berry (1988), which includes the dimensions of tangibles, reliability, responsiveness, assurance and empathy. The sample of this study is the ordinary wards inpatients of a regional hospital, who stay more than 48 hours. This research uses the modified structured questionnaire to explore nursing service quality of ordinary wards’ patients. The study has interviewed effective 247 patients, with 88.2% response rate. The study has used the LISREL statistic software of the Structural Equation Modeling (SEM) to analyze and verify the hypothesis. The study has the following conclusions: (1) the goodness fit index of the SERVPERF method is better than the SERVQUAL method, that is the SERVPERF method fits better to the practical application of service quality measure, (2) patient satisfaction has significant positive impact on the quality of nursing services, (3) patient satisfaction has significant positive impact on patient revisit intentions, (4) nursing service quality has significant positive impact on patient satisfaction, (5) nursing service quality has significant positive impact on patients’ revisit intentions, (6) nursing service quality is antecedent of patient satisfaction, and nursing service quality has less effect on patient revisit intention than patient satisfaction, (7) the attitude of patients on nursing service quality has a significant effect on patient satisfaction and patient revisit intention in the coming year.
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Vieira, Carlos Daniel Salgueiro. "Avaliação da qualidade de serviço nas Termas de Carlão." Master's thesis, 2018. http://hdl.handle.net/10348/9054.
Full textAbstract:
Dissertação para obtenção do grau de Mestre em Gestão dos
Serviços de Saúde, sendo apresentado na Universidade de Trás-os-Montes e Alto Douro.O setor dos serviços tem manifestado um aumento significativo nos últimos anos, pelo que tem favorecido o aumento de oferta para o cliente e de concorrência para as organizações, sendo a qualidade um fator determinante para o sucesso destas mesmas organizações. Assim sendo, para sobreviverem e se manterem competitivas, a procura pela qualidade do serviço tornou-se um fator decisivo para todas as organizações, embora a sua gestão seja algo complexa. Diversos investigadores têm-se focado na conceptualização e desenvolvimento de escalas de medida da qualidade do serviço, destacando-se o modelo SERVQUAL e o SERVPERF. As organizações de saúde, à semelhança de organizações de outros setores, necessitam manter-se competitivas, tornando-se deveras importante medir a perceção da qualidade do serviço por parte dos seus clientes, bem como desenvolver estratégias que permitam a melhoria contínua dos seus serviços. Como tal, torna-se essencial investigar os fatores que influenciam a perceção da qualidade dos serviços de saúde, nomeadamente as Termas de Carlão. A medicina termal é reconhecida pela Organização Mundial de Saúde como o tratamento para algumas situações patológicas, assente em conhecimentos empíricos das intervenções terapêuticas e das águas minerais naturais. Portugal tem uma riqueza hidrológica fantástica a nível das características das suas águas e tem, neste momento, espalhado pelo país, um conjunto de balneários requalificados e com uma oferta do melhor que existe não só na Europa, mas a nível mundial. Sendo que as regiões mais fortes neste segmento são o Centro e Norte de Portugal. Consequentemente, optou-se por estudar uma das estâncias termais da região, as Termas de Carlão. Deste modo, pretendeu-se averiguar se a qualidade do serviço influencia a satisfação assim como a fidelização. Quanto aos resultados obtidos, verificou-se que qualidade do serviço influencia quer a satisfação, quer a fidelização dos clientes que frequentavam as Termas de Carlão, sendo que estes vão ao encontro do descrito na literatura, onde se obteve uma associação positiva. Os participantes, na sua maioria, concordaram e concordaram totalmente com as afirmações pertencentes ao questionário, mas acreditamos que a resposta poderá variar com o aumento de participantes, com o aumento do número de unidades termais e com a diversidade de locais e de períodos de tempo.
The service sector has been significantly rising during the last years, thus favouring an increase in offer towards the client and a rise of competition towards the organizations, with quality being a core factor in the success of said organizations. Therefore, the service quality is a main concern for all the organizations that want to survive and excel, despite its complexity. A great amount of researchers focused on their work on the development of scales that measure the quality of the service with notable examples such as SERVQUAL and SERVPERF. Healthcare organizations, as other organizations, need to stay competitive and also have the need to evaluate its service quality in order to learn how to improve. It is crucial to explore which factors have influence on the quality perception of healthcare services, such as Termas de Carlão. Thermal Medicine is acknowledged by the World Health Organization as a treatment for several pathological conditions, and it is based on empiric knowledge on both therapeutic interventions, and natural mineral water. Portugal has a fantastic hydraulic wealth regarding its waters and their properties, and it currently has a set of requalified bathhouses spread over the country, offering not only what there is best in Europe, but also all over the globe. The strongest regions in this field are the Center and North of Portugal. Thus, this dissertation focuses on studying a Northern thermal instance – Termas de Carlão – to ascertain if the quality of the service impacts patient satisfaction along with customer loyalty. As for the results obtained, quality of Termas de Carlão’s service has proven to have influence on both satisfaction and customer loyalty, having a positive association as expected and described in the literature. Most participants agreed or totally agreed with the quiz statements, but we believe answers may vary with an increasing number of participants and thermal unities, and with the diversity of places and periods of time.
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Rodrigues, Ricardo Jorge Susano. "Avaliação da qualidade percebida dos serviços numa instituição de ensino superior." Master's thesis, 2019. http://hdl.handle.net/10773/28446.
Full textAbstract:
A presente dissertação propõe-se a avaliar a qualidade percebida dos serviços numa Instituição de Ensino Superior. É avaliada a satisfação dos utentes, com base nas suas perceções relativamente ao serviço prestado.
Mais especificamente pretende-se com este trabalho avaliar as perceções de dois grupos de utentes sobre a prestação do serviço em três serviços distintos da Escola Superior de Tecnologia e Gestão de Viseu (Serviços Académicos, Reprografia e Centro de Documentação), permitindo assim apontar as principais diferenças verificadas entre os grupos e serviços em análise. Para o efeito, utilizou-se o modelo SERVPERF, testando-se a sua adaptação à realidade de uma Instituição de ensino superior.
Os dados foram obtidos através da realização de inquéritos por questionários, baseados na aplicação do modelo SERVPERF adaptado à tipologia dos serviços administrativos no contexto da prestação de serviços de apoio e suporte no âmbito do ensino superior (educação). Foi igualmente recolhida informação junto da Direção da Instituição, através de entrevista exploratória, visando o aprofundamento da análise sobre os dados recolhidos através dos questionários.
A análise produzida permitiu verificar que quer os estudantes, quer os docentes da instituição têm uma perceção positiva da qualidade dos três serviços analisados, muito embora existam diferenças entre eles, pois os docentes demonstraram estar mais satisfeitos do que os estudantes. Permitiu também concluir que o SERVPERF se mostrou adequado e útil para medir a qualidade percebida dos serviços em análise.This dissertation aims to evaluate the perceived quality of services in a Higher Education Institution. User satisfaction is assessed based on their perceptions of the provided service. More specifically, this work aims to evaluate the perceptions of two groups of users about the service delivery in three different services of the Higher School of Technology and Management of Viseu (Academic Services, Reprography and Documentation Center - Library), allowing to point out the main differences between the groups and services under analysis. For this purpose, the SERVPERF model was used, testing its adjustment to the reality of a higher education institution. Data was collected through questionnaires, based on an adapted version of the SERVPERF model applied to the typology of administrative services in the context of higher education support services. Information was also collected from the Board of the Institution, through an exploratory interview, with the purpose of deepening the analysis of the data collected through the questionnaires. The analysis undertaken has shown that both the institution students and teachers have a positive perception about the quality of the three analysed services, although there are differences between them: teachers tend to be more satisfied than students. This dissertation results also allow concluding that SERVPERF was adequate and useful to measure the perceived quality of the services under analysis.
Mestrado em Administração e Gestão Pública
45
Liwema, Domingos Ramos. "Avaliação da satisfação dos utentes dos serviços de saúde em Angola: estudo de caso - Centro de Saúde do Casseque III Província do Huambo." Master's thesis, 2020. http://hdl.handle.net/11328/3163.
Full textAbstract:
O presente trabalho de investigação constitui um estudo de caso no Centro de Saúde do
Casseque III Província do Huambo e tem como objetivo investigar a qualidade dos
serviços hospitalares e o nível de satisfação dos utentes, procurando contribuir para a
implementação de um modelo com a finalidade de conduzir as instituições hospitalares
angolanas a crescentes padrões de qualidade na prestação de serviços. Mais
concretamente, o conhecimento da perceção dos utentes em relação aos serviços
oferecidos pelo Centro de Saúde do Casseque III pode contribuir para melhorias do
processo de prestação do serviço, visando aumentar a qualidade dos serviços prestados e
a consequente satisfação dos utentes e seu nível de qualidade de vida.
A pesquisa caracteriza-se como exploratória aplicada e estudo de caso. A técnica de
recolha de dados adotada foi a aplicação de questionários fechados baseados na
ferramenta SERVPERF e os dados quantitativos recolhidos foram analisados
empregando os procedimentos da estatística descritiva. Além disso, foi analisada a
confiabilidade do instrumento de recolha através do alfa de Cronbach e da correlação
item-total. Os resultados demonstram um bom índice de confiabilidade, acima de 0,65,
quanto mais próximo de 1, maior será a confiabilidade entre os indicadores. Quanto à
avaliação geral das dimensões estudadas considerou-se superior à dos aspetos tangíveis,
sendo que todas outras necessitam de melhorias para que apresentem características
iguais ou superiores a 4, numa escala de Likert de 1 a 5.
Desta forma, o estudo revelou a grande influência do aspeto interpessoal sobre a
qualidade percebida pelo utente dos serviços do Centro de Saúde, demonstrando a
necessidade de um programa de capacitação dos funcionários, como via necessária para
elevar a qualidade dos serviços hospitalares e, por conseguinte, a satisfação dos utentes.
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Brito, Ricardo Filipe de Oliveira. "Avaliação da perceção da qualidade do serviço prestado pela empresa CARRIS." Master's thesis, 2015. http://hdl.handle.net/10071/12064.
Full textAbstract:
Classificação JEL
M10 – General
Y40 – Dissertations
R41 - TransportationAo longo das últimas décadas o conceito de qualidade tem vindo a ganhar importância tanto para as empresas como para os consumidores. Hoje a qualidade é encarada pelas empresas como uma variável estratégica que permite a criação de vantagens competitivas através da satisfação das necessidades dos clientes. A medição da qualidade dos serviços prestados tornou-se fundamental para a sobrevivência e para o crescimento das empresas. Com o crescimento do sector dos serviços, e em particular do sector dos transportes, o tema da mobilidade urbana tem vindo a ganhar cada vez mais importância. O planeamento e a medição da qualidade dos serviços de transporte é hoje essencial para uma gestão sustentável dos centros urbanos e para o funcionamento das economias. Dos diversos instrumentos para medição da qualidade dos serviços desenvolvidos ao longo dos últimos anos, optou-se pela utilização do instrumento SERVPERF como base deste trabalho de investigação. O objetivo deste trabalho é a mensuração da qualidade percebida pelos utilizadores dos serviços de transporte de autocarros prestados pela empresa CARRIS e a apresentação de um conjunto de recomendações que permitam a melhoria dos seus serviços.
Over the course of previous decades, the concept of quality has gained importance for companies just as much as it has for consumers. Today, quality is seen by companies as a strategic variable that allows for the creation of competitive advantages through satisfying the needs of clients. Measuring the service quality provided has become fundamental for the survival and growth of companies. With the growth of the service sector and, in particular, the transport sector, the idea of urban mobility is becoming more important. Today, the planning and measuring of the quality of transport services is essential for sustainable management of urban centres and for the functioning of economies. Of the diverse instruments for the measuring service quality developed over the past years, the SERVPERF instrument was chosen as the basis for this investigative work. The objective of this work is to measure the quality perceived by the users of bus transit services provided by CARRIS and to present a set of recommendations which would allow for the improvement of their services
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Boyarskyy, Yuriy. "Avaliação do grau de satisfação do cliente da Segurança Social: serviço local de Santa Maria da Feira." Master's thesis, 2021. http://hdl.handle.net/10773/30920.
Full textAbstract:
Com a globalização da economia, o crescente ritmo competitivo e a
procura por maior eficiência e eficácia, a qualidade passou a desempenhar
um papel crucial tanto na indústria como nos serviços, sejam eles privados
ou públicos. Neste contexto, também a Segurança Social, em Portugal, se
tem preocupado em prestar melhores serviços aos clientes e envolver os
colaboradores com as ideias fulcrais do serviço público e com a missão da
Segurança Social. Neste sentido, foram adotadas, de forma integrada,
diversas práticas e ferramentas de gestão, sendo algumas pioneiras na
Administração Pública.
Apesar disso, não foi possível encontrar estudos que avaliassem a
qualidade dos serviços de atendimento da Segurança Social, apesar
desses serviços se refletirem na imagem que o público possui da
instituição. Assim, considerou-se pertinente avaliar a qualidade do
atendimento na Segurança Social através de instrumentos de avaliação da
satisfação dos clientes, de forma a conseguir percecionar os pontos fortes
e fracos do atendimento neste Serviço, visando uma perspetiva de
melhoria futura e uma maior satisfação por parte dos utentes. O estudo
focou-se no Serviço de Atendimento Local de Santa Maria da Feira. Para
operacionalizar o objetivo do estudo, foi construído um inquérito por
questionário, baseado no modelo SERVPERF, passado a
contribuintes/beneficiários do Serviço, tendo-se obtido 220 respostas
válidas.
Os resultados do estudo mostram que existe uma satisfação geral por
parte dos contribuintes e beneficiários relativamente ao serviço de
atendimento. Mostram ainda, que os contribuintes/beneficiários que se
sentem mais satisfeitos são os indivíduos do sexo masculino, aqueles com
idade acima dos 65 anos, os reformados, e que aguardaram entre 0 e 15
minutos para serem atendido. Por outro lado, os menos satisfeitos são os
inquiridos do sexo feminino, aqueles com idade compreendida entre os 20
e os 34 anos, os que se encontram em baixa média ou em situação de
invalidez e os que aguardaram mais de 2 horas para serem atendidos.
Apesar dos resultados globalmente positivos, as recomendações que
podem ser feitas incidem na melhoria e requalificação das instalações, de
forma a melhorar a sua aparência e permitir que estas se adequem melhor
ao tipo de serviço que é prestado. Um outro problema reportado foi o
tempo de espera prolongado para o atendimento. A chave para a solução
deste problema pode estar presente no método de atendimento através de
marcação prévia.With the globalization of the economy, the growing competitive pace and the search for more effectiveness and efficiency, quality begun to play a crucial part in industry and services, public and private ones. In this context, also in Social Security, in Portugal, there is a growing concern about providing better services to costumers and involve employees with the fulcral ideas of public service and with mission of this specific institution. In this sequence there were adopted in a integrated way several practices and management tools, some of them pioneers in Public Administration. Despite that, it was not possible to find studies about evaluation of quality of Social Security attendance services inspite of this services being the reflection of image that public has of institution. Due to this fact, it was considered relevant evaluate the quality of attendance of Social Security through tools used to evaluate satisfaction of costumers with the goal of perceiving the strengths and weaknesses of attendance in this Service, looking to improve it in the future and provide greater satisfaction for its users. In this study we focus on the local attendance service of Santa Maria da Feira. To operationalize the purpose of this study, it was built an questionnaire survey based on SERVPERF model and delivered to contributors/beneficiaries of this services and 220 valid responses were obtained. The results of this study show a general satisfaction of contributors and beneficiaries of this attendance service. They also show that contributors/beneficiaries of male gender, those whose age is above 65, retired and the ones who waited between 0 to 15 minutes for the service are the ones more satisfied about the service provided. On the other hand, the ones that appeared less satisfied were the respondents from feminine gender, those who has an age between the interval of 20 to 34 years, the ones who were on medical leave or in disability status and the ones who waited more than 2 hours for the service. Despite the results being globally positive, the recommendations that can be made focus on the improvement and requalification of the physical facilities in order to improve their appearance and allow them to become more appropriate to the type of service it’s provided there. Another problem reported was the long waiting list to be attended. The key for solving this issue may be present in the service method trough prior appointment.
Mestrado em Administração e Gestão Pública
48
Marques, Joaquim Manuel Mendes. "Qual dos modelos "Servqual" ou "Servperf" será mais adequado para avaliação da qualidade do serviço de e-procurement no Ministério da Cultura?" Master's thesis, 2010. http://hdl.handle.net/10400.2/1571.
Full textAbstract:
Dissertação de Mestrado em Comércio Electrónico e Internet apresentada à Universidade AbertaOs rápidos avanços tecnológicos, nomeadamente a proliferação da Internet e tecnologias relacionadas, têm revolucionado completamente a forma de fazer as coisas no mundo actual, tornando possível às organizações públicas e privadas fazer negócios pela Internet de forma fácil e rápida. O ritmo de evolução tecnológica e o uso crescente da Internet levou à adopção de novas tecnologias, de que são exemplo o procurement electrónico, vulgarmente designado por e-procurement e que consiste na utilização das tecnologias de informação e comunicação e da Internet para fins de procurement, incluindo quer as transacções entre as partes mediadas pela tecnologia quer as actividades entre as organizações que visam facilitar esse intercâmbio. Um número crescente de organizações no sector público tem optado pela adopção do e-procurement. No contexto português e na sequência da Resolução de Conselho de Ministros n.º 36/2003, à semelhança do que tem vindo a acontecer noutros ministérios, o Ministério da Cultura decidiu iniciar em 2007 a implementação de um projecto de compras públicas electrónicas, no pressuposto que a utilização de meios electrónicos no processo aquisitivo público irá gerar poupanças estruturais e ganhos de eficiência nas compras do Estado e aumentar a qualidade do serviço prestado. A literatura tem mostrado que a pesquisa pela qualidade na prestação de serviços tem sido uma constante em qualquer organização e a avaliação dos serviços internos é um meio para a melhoria contínua dos seus processos. Nesse sentido, o objectivo deste trabalho foi avaliar a qualidade do serviço interno de e-procurement do Ministério da Cultura. Esta avaliação da qualidade do serviço foi realizada a partir da comparação dos modelos SERVQUAL e SERVPERF e das suas variantes com ponderação, resultando na comparação de quatro instrumentos para medição da qualidade.
Rapid technological advances, including the proliferation of the Internet and related technologies have completely revolutionized the way of doing things in the world today, making it possible for public and private organizations doing business on the Internet quickly and easily. The pace of technological change and the use of the Internet led to the adoption of new technologies, as exemplified by the electronic procurement, commonly referred to as e-procurement and that is the use of information technologies and communication and the Internet for procurement, including whether the transactions between the parties mediated by technology or the activities of organizations that aim to facilitate this exchange. A growing number of organizations in the public sector have opted for the adoption of e-procurement. In the portuguese context and following the resolution of the Council of Ministers No. 36/2003, similar to what has been happening in other ministries, the Ministry of Culture decided in 2007 to start implementing a project of electronic government procurement, on the assumption that the use of electronic means in public acquisition process will generate structural savings and efficiencies in government procurement and increase the quality of service provided. The literature has shown that the search for quality in services has been a constant in any organization and evaluation of internal services is a means for continuous improvement of its processes. In this sense, the purpose of this study was to evaluate the quality of internal service e-procurement in the Ministry of Culture. This assessment of the quality of service was performed through the comparison of SERVQUAL and SERVPERF models and their weighted variants, resulting in a comparison of four instruments for measuring quality.
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Zejdová, Kateřina. "Hodnocení kvality ubytovacích služeb." Master's thesis, 2015. http://www.nusl.cz/ntk/nusl-190005.
Full textAbstract:
The aim of diploma thesis is evaluation of quality of accommodation services, comparison evaluating methods and suggesting optimum evaluating model. The quality of accommodation services is assessed by hotel guests. They evaluated expectations and satisfaction with provided services. For evaluation of quality are used three methods: SERVQUAL, SERVPERF and IPA. For SERVQUAL and SERVPERF are used data from questionnaire survey. For IPA are used the both primary and secondary research.
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Costa, Celma Alexandra Fançony Ribeiro da. "Avaliação da qualidade do serviço de fisioterapia da Clínica Sagrada Esperança em Luanda, Angola." Master's thesis, 2015. http://hdl.handle.net/10071/11564.
Full textAbstract:
A presente investigação foca-se na avaliação da qualidade do serviço de fisioterapia dos utentes da Clínica Sagrada Esperança de Luanda, em Angola. O seu objetivo é analisar e avaliar a qualidade percecionada do serviço de fisioterapia Clínica Sagrada Esperança de Luanda. A qualidade de serviço é um tema atual e com relevância, particularmente, no que diz respeito aos serviços de saúde, na medida em que tem em vista a melhoria dos cuidados de saúde prestados e auxilia a própria instituição na criação de estratégias para responder às necessidades dos seus utentes.
A investigação foi realizada com recurso ao questionário SERVPERF, aplicado a uma amostra por conveniência de 207 utentes do serviço de fisioterapia Clínica Sagrada Esperança de Luanda.
Os resultados demonstram que os utentes da Clínica Sagrada Esperança consideram que o serviço de fisioterapia da Clínica Sagrada Esperança de Luanda apresenta uma qualidade positiva, ainda que evidenciando possibilidades de melhoria.This research focuses on assessing the quality of physiotherapy service to users of Sagrada Esperança Clinic in Luanda, Angola. Its purpose is to analyze and evaluate the percecionada quality physiotherapy service Sagrada Esperança Clinic in Luanda. The quality of service is a current topic and relevance, particularly with regard to health services, insofar as it aims at improving health care and assists the institution in the creation of strategies to meet the needs of its users. The research was conducted using the questionnaire SERVPERF applied to a convenience sample of 207 users of the physiotherapy service Sagrada Esperança Clinic in Luanda. The results show that users of Sagrada Esperança Clinic believe that the physiotherapy service of Sagrada Esperança Clinic in Luanda presents a positive quality, but with a possibility of improvement.