Relevant bibliographies by topics / SERVQUAL

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Academic literature on the topic 'SERVQUAL'

Author: Grafiati
Published: 4 June 2021
Last updated: 10 March 2023

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Journal articles on the topic "SERVQUAL"

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Scardina, Sharon A. "SERVQUAL." Journal of Nursing Care Quality 8, no. 2 (January 1994): 38–46. http://dx.doi.org/10.1097/00001786-199401000-00008.

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Cronholm, Stefan, and Nicklas Salomonson. "Measures that matters: service quality in IT service management." International Journal of Quality and Service Sciences 6, no. 1 (March 11, 2014): 60–76. http://dx.doi.org/10.1108/ijqss-12-2012-0022.

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Purpose – IT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business requirements. However, from a customer perspective, ITSM is considered as being costly and the outcome is not always satisfactory. Measurements used to monitor and evaluate ITSM-processes are mainly suggested from a service provider perspective. The purpose of this paper is to suggest measurements for ITSM based on a customer perspective that can be used for improving questionnaires. Design/methodology/approach – The SERVQUAL scale has been used as a base for suggesting customer-oriented measurements for the ITSM-field. The gathered qualitative empirical data consisted of customer feedback, in questionnaires, to five IT service providers in Sweden. Based on these empirical data, the SERVQUAL scale has been modified according to ITSM-specific customer requirements. The service providers represent the sectors: car construction, forest management, IT consultants, public sector and logistics. Findings – The paper demonstrates three types of findings: confirmation of original SERVQUAL determinants that could be reused in the ITSM-field, modification of attributes of the SERVQUAL determinants to better fit in the ITSM-field, and development of new categories and new attributes. Moreover, the analysis of SERVQUAL in relation to the empirical data revealed that the SERVQUAL's original conceptual structure needed to be improved. The authors have added a third hierarchical level that supports a conceptual understanding. Originality/value – The knowledge contribution consists of a developed SERVQUAL, adjusted to fit the ITSM-field, and a suggested new conceptual structure of SERVQUAL consisting of three concepts: determinant, category and attribute.
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Abu‐El Samen, Amjad A., Mamoun N. Akroush, and Bayan N. Abu‐Lail. "Mobile SERVQUAL." International Journal of Quality & Reliability Management 30, no. 4 (April 12, 2013): 403–25. http://dx.doi.org/10.1108/02656711311308394.

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Gregory, Jess L. "Applying SERVQUAL." Journal of Applied Research in Higher Education 11, no. 4 (October 14, 2019): 788–99. http://dx.doi.org/10.1108/jarhe-12-2018-0268.

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Purpose Austerity approaches in higher education require choosing the highest leverage strategies of increasing student satisfaction. Attending to student perceptions of program/service quality (SERVQUAL) is a means to identify areas that have the greatest return on investment. The paper aims to discuss these issues. Design/methodology/approach This study explores how a program has applied the SERVQUAL model and survey to identify areas for growth. Findings The survey of 57 students in a cohort-based doctoral program demonstrated the smallest gaps (highest satisfaction) with the domains of empathy (1.33) and responsiveness (1.30) and the lowest with reliability (2.03), tangibles (1.97) and assurance (1.90). Practical implications While not all of the five dimensions are within the purview of a program to address (some may require funding that is determined at a college or university level), many of the gaps can be addressed by adopting procedures and policies that increase transparency so that students can moderate their expectations and faculty and staff can provide reliable information. Additionally, the use of the SERVQUAL model provided this program with specific, actionable information that could be used to improve the program. Originality/value The study includes a review of studies that have applied the SERVQUAL model in higher education. The application of SERVQUAL to a cohort-based doctoral program to identify program improvements and steward program image fits into a gap in the extant literature.
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Suherman, Enjang, Suroso Suroso, and Neni Sumarni. "Analisis E-Servqual Dan Etika Perilaku Penjual Terhadap E-Satisfaction Shopee." Widya Cipta: Jurnal Sekretari dan Manajemen 6, no. 2 (September 9, 2022): 151–61. http://dx.doi.org/10.31294/widyacipta.v6i2.12783.

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AbstrakTingkat penggunaan marketplace semakin meningkat, salah satu yang terkenal di Indonesia adalah Shopee. Penyedia layanan marketplace selalu memperhatikan kualitas pelayanan elektronik yang dapat meningkatkan kepuasan konsumen elektronik. Kemudian etika perilaku penjual diperlukan sebagai upaya untuk meningkatkan kepuasan konsumen elektronik. Tujuan dari penelitian ini untuk mengetahui E-Servqual dan etika perilaku penjual secara parsial dan simultan mempengaruhi kepuasan konsumen elektronik.Metode penelitian ini dengan kuantitatif. Ukuran populasinya adalah 1.729 mahasiswa secara purposive sampling. Maka sampelnya adalah 292 berdasarkan tabel Isaac dan Michael pada taraf 5%. Sedangkan analisis yang digunakan adalah regresi linier berganda dengan data angket skala likert.Hasil penelitian menunjukan bahwa E-Servqual memilki kriteria baik dan sangat baik. Etika perilaku penjual memilki kriteria baik dan sangat baik. E-Customers Satisfaction memiliki kriteria puas dan sangat puas. Kemudian E-Servqual dan etika perilaku penjual berpengaruh signifikan terhadap E-Satisfaction secara parsial dan simultan.. Kata Kunci: E-Servqual; Etika perilaku penjual; E-Customers Satisfaction Abstract The level of marketplace usage is increasing, One of the most popular marketplaces in Indonesia is Shopee. marketplace service providers always pay attention to e-Service quality which increases e-customers satisfaction. Then ethical sales behavior is needed which is an effort to increase E-Customers Satisfaction. The Purpose of this Research is to know E-Servqual and ethical sales behavior that partially and Simultaneously affects E-Customers Satisfaction. This research method with quantitative. The population size is 1,720 students In Sampling Purposive. Then the sample was 292 based on Isaac and Michael's table at the 5% level. While the analysis used is multiple linear regression with Likert scale questionnaire data. The results show that E-Servqual has good and very good criteria. Ethical Sales Behavior has good and very good Criteria. E-Customers Satisfaction has satisfied and very satisfied criteria. Then E-Servqual and Ethical Sales Behavior affect significantly E-satisfaction partially and Simultaneously. Keywords: E-Servqua; Ethical Sales Behavior; E-Satisfactions
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Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (July 5, 2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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Jain, Prachi, and Vijita Singh Agg. "Servqual vs RSQS." Asian Journal of Management 8, no. 3 (2017): 774. http://dx.doi.org/10.5958/2321-5763.2017.00122.6.

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Johns, Nick, Darren Leeross, and Phil Tyas. "SERVQUAL and PAT." Journal of Quality Assurance in Hospitality & Tourism 1, no. 1 (January 2000): 13–29. http://dx.doi.org/10.1300/j162v01n01_02.

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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (March 31, 2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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Jonathan, Gloria, and Ade Iriani. "EVALUASI KUALITAS JASA SEKOLAH DASAR DENGAN MODEL SERVQUAL UNTUK MENANGANI PENURUNAN JUMLAH PESERTA DIDIK." Jurnal Administrasi dan Manajemen Pendidikan 4, no. 1 (March 31, 2021): 51. http://dx.doi.org/10.17977/um027v4i12021p51.

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Abstract: This study aims to evaluate the service quality of Kanaan Christian Elementary School in Banjarmasin. Type of research is evaluative research with descriptive qualitative methods using SERVQUAL model which measures the gap between consumer perceptions and expectations based on dimensions of reliability, responsiveness, assurance, empathy, and tangibility. Data were collected by interview, also using a SERVQUAL and school’s input, process and output aspect questionnaire. The results showed that the perception of service from customers is quite good and able to meet the minimum expectations although it has not reached the desired expectations. The order of SERVQUAL's five dimensions from most satisfying to least satisfying is: tangibility, reliability, empathy, assurance, and responsiveness. It can be concluded that the dimension of responsiveness is in the most unsatisfactory position because currently the management of Kanaan Christian Elementary School in Banjarmasin seems like there is no one taking a leader role. Things that can be considered by Kanaan Christian Elementary School are to keep and prove the promise that has been delivered so that customers are not easily disappointed and also involve parents in a word of mouth marketing strategy due to the character of target customers are critical, like to gather and chat together. Keywords: educational service; school quality; SERVQUAL Abstrak: Penelitian ini bertujuan mengevaluasi kualitas jasa di SD Kristen Kanaan Banjarmasin. Jenis penelitian ini adalah penelitian evaluatif dengan metode kualitatif deskriptif menggunakan model SERVQUAL yang mengukur kesenjangan antara persepsi dan ekspektasi konsumen berdasarkan dimensi reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik. Teknik pengumpulan data dengan wawancara, dibantu kuesioner berinstrumen SERVQUAL dan aspek input, proses dan output sekolah. Hasil menunjukkan bahwa persepsi layanan jasa dari pelanggan cukup baik dan cukup memenuhi harapan minimum walaupun belum mencapai harapan yang diinginkan. Urutan lima dimensi SERVQUAL dari yang paling memuaskan hingga yang paling tidak memuaskan adalah: bukti fisik, keandalan, empati, jaminan, dan daya tanggap. Disimpulkan dimensi daya tanggap berada di posisi paling tidak memuaskan adalah karena saat ini manajemen SD Kristen Kanaan Banjarmasin seolah seperti tidak ada yang mengambil peran pemimpin. Hal yang dapat menjadi pertimbangan SD Kristen Kanaan adalah agar dapat menjaga dan membuktikan janji yang telah disampaikan agar pelanggan tidak mudah kecewa dan dapat melibatkan orang tua murid dalam strategi pemasaran mulut ke mulut mengingat karakter target pelanggan yang kritis, suka berkumpul dan mengobrol. Kata kunci: jasa pendidikan; kualitas sekolah; SERVQUAL
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Dissertations / Theses on the topic "SERVQUAL"

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Cremer, Rodolfo. "ServQual." Universidad Peruana de Ciencias Aplicadas - UPC, 2007. http://hdl.handle.net/10757/272544.

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Reis, Izabel Cristina da Silva. "A escala SERVQUAL modificada." Florianópolis, SC, 2001. http://repositorio.ufsc.br/xmlui/handle/123456789/81970.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.
Made available in DSpace on 2012-10-19T09:51:55Z (GMT). No. of bitstreams: 0Bitstream added on 2014-09-25T22:50:45Z : No. of bitstreams: 1 185818.pdf: 4378146 bytes, checksum: 5a84c73e78daf795e2c51603b6ecc60e (MD5)
Análise da qualidade percebida pelos usuários do serviço de lazer oferecido de um complexo poliesportivo em Belo Horizonte. Baseado no modelo "5 gaps", de Parasuraman et al., partindo do pressuposto de que existe uma discrepância entre a expectativa e a percepção do usuário em relação ao serviço utilizado (Gap 5). A mensuração desse gap foi feita através da Escala SERVQUAL, adaptada para utilização no serviço pesquisado.
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Pitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues." Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.

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Thesis (MTech (Marketing))--Cape Technikon, 1999.
Quality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the development of an apparently reliable, valid instrument for the measurement of service quality. This instrument called SERVQUAL, was developed by US researchers A. "Parsu" Parasuraman, Valarie Zeithaml and Len Berry. It has spawned an enormous debate in the marketing literature, leading to the further exploration and refinement of the dimensions of the service quality construct. While the use of SERVQUAL has been extensively investigated in external markets, and in for-profit firms, less attention has been given to its use, and more importantly, its reliability and validity in internal markets, and in not-for-profit organizations. These settings are becoming increasingly important from a services marketing perspective. Internal markets (where fellow employees are also customers) are being subjected to market testing, and many services previously provided within the organization are being outsourced. In order to survive, many functions such as information systems, training, catering and cleaning are being forced to market their services internally, and this includes assessing service quality, and improving it. Likewise, private and public nonprofit organizations are coming under increasing scrutiny, as donors and taxpayers alike become evermore concerned about the value gained from the expenditures made by these organizations with their funds. In this study, the SERVQUAL instrument was used to measure service quality as perceived by the internal customers of a large IT department within an extensive government organization. The main objectives of the study were to assess the psychometric properties of the SERVQUAL instrument in this setting. It was found that SERVQUAL generally performs well under these circumstances, with regard to reliability, construct, convergent and nomological validity. However, the instrument appears to be problematical in terms of discriminant validity. This is probably less attributable to the measurement situation as to the instrument itself, for the finding mirrors evidence from the literature. The study also identifies implications for management, and opportunities for future research.
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Henriksson, Susanna, and Charlotte Fränneby. "SERVQUAL : ett lämpligt mätinstrument av upplevd tjänstekvalitet inom reseindustrin?" Thesis, Södertörn University College, School of Communication, Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-1726.

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The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However,

one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SERVQUAL method is a suitable instrument for measuring service quality in the travel

industry. This study is a thorough analysis and evaluation of what Apollo’s customers think about the service quality of Apollo as well as how they perceive that Apollo fulfils their travelling

expectations. Moreover, the essay will examine which factors affect travellers’ experiences of the service quality on charter tours. The study has an objective outlook and the authors have applied a deductive approach. The authors have performed a quantitative study on 70 of Apollo’s customers. The aforementioned study was carried out using a questionnaire that was based on the

SERVQUAL method and the theories that were used in the theoretical part of that study.

The result show that the SERVQUAL method only considered the aspects that involve the travel agency and did not consider the other aspects that affect the traveller’s overall experience of the

service quality. In conclusion this study determines that the SERVQUAL method is not a suitable instrument for measuring service quality on charter tours in the travel industry.


Researrangörer verkar på en marknad som kännetecknas av en ökad konkurrens, där ett flertal researrangörer erbjuder olika tjänster som tillfredställer samma behov. Något som särskiljer researrangörerna åt är kvaliteten, vilket medför att den blir ett viktigt konkurrensmedel. Då det finns flera erkända metoder för att mäta upplevd tjänstekvalitet är det viktigt att använda ett mätinstrument som tar hänsyn till att charterresor är en komplex uppsättning av deltjänster.

Syftet med denna uppsats är att klargöra om SERVQUAL metoden är ett lämpligt mätinstrument inom reseindustrin genom att analysera och utvärdera vad kunderna anser om Apollos

tjänstekvalitet samt om Apollo uppfyller kundernas förväntningar. Detta med hjälp av att undersöka vilka faktorer som påverkar resenärers upplevda tjänstekvalitet på charterresor. Uppsatsen utgår från ett objektivistiskt synsätt där författarna har tillämpat en deduktiv ansats. En kvantitativ enkätundersökning har utförts på 70 stycken av Apollos kunder där enkätundersökningen är baserad på SERVQUAL samt de teorier som behandlas i studiens teorikapitel. Resultatet visar att SERVQUAL metoden endast tar upp de aspekter som rör researrangören, och inte alla de aspekter som påverkar kundernas upplevda tjänstekvalitet. Med detta som utgångspunkt anser författarna att SERVQUAL metoden är bristande som mätinstrument när det gäller att mäta resenärers uppfattning av tjänstekvalitet på charterresor.

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Costa, Pinto Eric, and Emil Eklund. "Kvalitet i Gymnasieskolan : Ett ServQual- och Totalkvalitetsperspektiv på gymnasieskolan." Thesis, Linköpings universitet, Företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72107.

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Syfte: Vi vill genom vår studie analysera de undersökningar som utförts av Linköpings kommun och Skolverket med hjälp av ServQual – modellen och Grönroos totalkvalitetsmodell som båda mäter kvalitet. Vi vill även jämföra de båda kvalitetsundersökningarnas syn på kvalitet samt hur de ser på eleven ur ett kundperspektiv. Vi vill studera om undersökningarna mäter totalkvalitet eller om de likt vi tror snarare mäter teknisk kvalitet. Frågeställningar: Är synen på vad som är kvalitet liknande mellan Skolverkets undersökningar och Linköping kommuns undersökningar? Motsvarar kvalitetsbilden/bilderna den som beskrivs i EUPAN – rapporten dvs. ServQual samt den totalkvalitetsbild som Grönroos presenterar? Vad finns det för möjligheter för kunden att utvärdera tjänsten gymnasieutbildning och är denna utvärdering relevant för kunden? Teori: Inom tjänstemarknadsföring finns många teorier avseende kvalitetsmätning. Vi har tagit fasta på två av dessa, ServQual –metoden och Totalkvalitetsmodellen. Emperi: Studien grundar sig på sekundärempiri i form av kvalitetsundersökningar hämtade från Linköpings kommun samt Skolverket. Resultat: Vi finner i våra resultat en ringa koppling mellan berörda teorier och tidigare genomförda undersökningar. Vi upplever att uppfattningen av kvalitet är liknande mellan båda undersökningarna, men att denna stämmer dåligt överrens med vad som presenteras i ServQual respektive totalkvalitetsmodellen. En stor anledning till detta är att eleven, i motsats till vår syn, inte definieras som kund i tjänstesituationen
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Johnsson, Naiara Fernanda. "Proposta heurística de melhoria na análise do método servqual." reponame:Repositório Institucional da UFPR, 2016. http://hdl.handle.net/1884/43484.

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Orientador : Profª. Drª. Sonia Isoldi Marty Gama Müller
Dissertação (mestrado) - Universidade Federal do Paraná, Setor de Tecnologia, Programa de Pós-Graduação em Engenharia de Produção. Defesa: Curitiba, 19/02/2016
Inclui referências : f. 68-74
Resumo: A economia mundial proporcionou, ao longo do tempo, um crescimento significativo no setor de serviços, sendo que dentro deste cenário o desafio maior é obter vantagem competitiva perante seus concorrentes. Essa competitividade acaba por criar clientes exigentes e críticos com relação aos serviços prestados e recebidos. Em virtude da ideia de avaliar a qualidade em serviços, foi criado um método que tem se mostrado muito eficiente, chamado SERVQUAL. No entanto, ao realizar a análise dos resultados se perde informações sobre a qualidade do serviço, que está contida no componente percepção. Este trabalho é uma tentativa de preenchimento desta lacuna, de propor uma heurística de melhoria na análise dos dados do método SERVQUAL que possibilite a obtenção de resultados e análises mais detalhadas. Para validação da heurística proposta foram realizadas simulações com os possíveis valores nos níveis da qualidade. Nesta dissertação a heurística foi aplicada em dados de uma pesquisa realizada por uma Instituição de Ensino Superior, permitindo um estudo comparativo em relação ao método SERVQUAL com o modelo de heurística proposto. Na comparação realizada, concluiu-se que a heurística proposta viabiliza adequadamente analisar os dados do método SERVQUAL, pois possibilita obter resultados mais detalhados sobre a qualidade do serviço, que está contida no componente percepção. Ao final, foi criado um aplicativo para auxiliar o usuário a utilizar a heurística proposta em resultados mais precisos que podem ir além de identificar a satisfação ou insatisfação do cliente nas organizações prestadoras de serviços. Palavras-chave: Serviços. Qualidade em serviços. SERVQUAL.
Abstract: The world economy has provided, over the years, a significant growth in the services delivery sector, and in this scenario the biggest challenge is to have a competitive advantage over the others. This competitiveness creates strict and critical customers about their services providers Due to the idea of evaluating the quality of services deliverables, was created a method that has proved be very efficient, called SERVQUAL. However, to perform the analysis of the results is lost information about the quality of services provided, which is contained in the component perception. This work is an attempt to fill this gap by proposing an improvement heuristic analysis of the SERVQUAL method data that enables the achievement of results and more detailed analysis. To validate the proposed heuristic was carried out simulations with the possible values in quality levels. In this dissertation heuristic was applied data from a survey conducted by a higher education institution, allowing a comparative study regarding the SERVQUAL method with the proposed heuristic model. In the comparison performed, it is concluded that the proposed heuristic enables properly analyze the data of the SERVQUAL method, as it allows more detailed results of quality of services deliverables, which is contained in the component perception. Finally, an application was created to help the user to use the proposed heuristic in more accurate results that can go beyond identifying customers satisfaction or dissatisfaction in service delivery organizations. Keywords: Services Delivery, Quality of Services deliverables. SERVQUAL.
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Meškauskaitė, Giedrė. "Kauno miesto viešbučių paslaugų kokybės vertinimas pagal SERVQUAL metodiką." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2009. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2009~D_20090602_090835-41659.

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Temos aktualumas: Šiais laikais viešbučių verslas yra viena svarbiausių ekonomikos šakų, teikiančių dideles pajamas. Šiuo metu viešbučių klientai labai įvairūs – nuo aukštas pareigas visuomenėje užimančių iki vidutines pajamas gaunančių žmonių. Įvairūs ir jų norai, pageidavimai. Dėl to keičiasi viešbučių įranga, atsiranda naujų viešbučių rūšių. Paslaugų organizacija, teikianti kokybiškas paslaugas, laimi vartotojų palankumą ir ištikimybę, padidina rinkos dalį, pritraukia investitorius, suformuoja ir išlaiko kompetentingų darbuotojų komandą, tampa mažiau pažeidžiama dėl kainų konkurencijos. Kiekvieno paslaugų vartotojo poreikiai yra individualūs. Vartotojo reikšmingumas įpareigoja paslaugų teikėjus nuodugniai išanalizuoti visus veiksnius ir priimti reikiamus sprendimus, sudarančius galimybes vartotojui tinkamai atlikti savas funkcijas. Darbo objektas: viešbučių paslaugų kokybės įvertinimas. Tyrimo problema: norint teikti atitinkamas kokybės paslaugas, svarbu žinoti ko nori vartotojas ir kaip jis suvokia gaunamos paslaugos kokybę. Tyrimo tikslas – įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę pagal SERVQUAL metodiką. Darbo uždaviniai: 1. Išnagrinėti paslaugų kokybės esmę ir valdymą. 2. Ištirti paslaugų kokybės vertinimo modelius. 3. Ištirti viešbučių klasifikavimą ir teikiamas paslaugas. 4. Įvertinti Kauno miesto viešbučių teikiamų paslaugų kokybę. Išvados: atlikus tyrimą, nustatyta, kad Kauno miesto trijų ir keturių žvaigždučių viešbučiai teikia kokybiškas... [toliau žr. visą tekstą]
Actuality of issue: Nowadays hotel business is one of the most important economic branches that gives high income. Currently, hotel customers are very different; from individuals with high positions in the society to those with average earnings. Their wishes and desires are also different. This induces change of hotel equipment, emergence of new hotel types. Service organization that delivers qualitative services wins customer acceptance and loyalty, increases market share, attracts investors, forms and maintains competent employee team, becomes more resistant to price competition. The needs of every customer are individual. Importance of customer binds the service providers over to closely explore all factors and to make the necessary decisions that would enable the customer to accomplish own functions. Object of the work: quality assessment of hotel services. Scientific problem: to deliver the services of appropriate quality, it is important to know the wishes of customer and his/her perceptions of provided service quality. Goal of the work – analyze the quality of services delivered in Kaunas city hotels by SERVQUAL technique. Tasks of the work: 4. Analyze the nature and management of service quality. 5. Explore the models of service quality assessment. 6. Survey the classification of hotels and their services delivered. 7. Assess the service quality in Kaunas city hotels. 8. Conclusions: the performed research showed that 3 and 4-star hotels of Kaunas city deliver... [to full text]
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Soares, Mauri Cesar 1959. "O modelo servqual aplicado em serviços administrativos universitários públicos." [s.n.], 2015. http://repositorio.unicamp.br/jspui/handle/REPOSIP/265719.

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Orientador: Olívio Novaski
Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica
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Resumo: Este trabalho de pesquisa tem como objetivo principal aplicar o Modelo SERVQUAL em uma instituição pública de ensino superior para avaliar a Qualidade dos Serviços Administrativos. Para tanto foi utilizado o Modelo SERVQUAL, desenvolvido por Parasuraman, Zeithaml e Berry; que avalia tanto a expectativa quanto a percepção dos pesquisados ao fazer uso destes serviços, resultando com isso a Qualidade Percebida. Os resultados globais sugerem que entre as cinco Dimensões propostas e avaliadas no Modelo, a Tangibilidade é a única que apresenta resultados positivos, podendo sofrer variações quanto aos resultados individuais observados nos cursos oferecidos pela Instituição. A pesquisa limitou-se a estudar e a usar como estudo de caso a FATEC Tatuí ¿ Faculdade de Tecnologia "Prof. Wilson Roberto Ribeiro de Camargo". Os dados foram levantados junto ao corpo discente, único público a ser consultado uma vez que a ele são prestados os serviços analisados nesta unidade de ensino. A presente pesquisa é inédita dentro da instituição de ensino superior e através da análise dos seus resultados, essa poderá colaborar com os gestores dessa instituição para a elaboração do planejamento estratégico da unidade, bem como ser extensiva às outras unidades que fazem parte do conjunto de faculdades que integram o CEETPS ¿ Centro Estadual de Ensino Tecnológico Paula Souza
Abstract: This work aims to apply the SERVQUAL Model in a public institution of higher education to evaluate the Quality of Administrative Services. So that, the SERVQUAL Model, developed by Parasuraman, Zeithaml and Berry, evaluate the expectative and the perception of the sample which uses the service, resulting in a Perceived Quality. The global result suggest that in the five proposed and evaluated dimensions on the model, the tangibility is the only one which presents positive results, which might vary in the individual courses offered by the institution. The research was limited to use the FATEC Tatuí ¿ College of Technology "Prof. Wilson Roberto Ribeiro de Camargo" as the case of study; whose research data have been raised by the school students; the only one be consulted since it is provided the services analysed in this teaching unit. The present research is inedited in the higher education institution and by the analysis of its results, it can collaborate with the managers of the institution to elaborate the strategic planning of the unit, also, it can be extended to the other college units which comprise the CEETPS ¿ Paula Souza State Center of Technological Education
Mestrado
Materiais e Processos de Fabricação
Mestre em Engenharia Mecânica
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9

Correia, Bruno Micael Rebelo. "Avaliação da qualidade em serviços públicos: o modelo SERVQUAL." Master's thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/16431.

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Mestrado em Administração e Gestão Pública
Com o presente trabalho pretendeu-se realizar uma avaliação expedita da qualidade de serviço prestada pelo Balcão Único da Câmara Municipal de Sever do Vouga (BUCMSV), recorrendo ao modelo de avaliação, Service Quality (SERVQUAL). Este trabalho, teve o duplo intuito de, no âmbito de um estágio curricular, aprofundar o conhecimento pessoal sobre as questões da avaliação e de sensibilizar os agentes envolvidos para a sua importância na melhoria da qualidade dos serviços. Através de uma avaliação ao BUCMSV, é possível identificar quais as dimensões e questões mais valorizadas, através das diferenças entre as expetativas e as perceções dos utentes, identificando quais as principais lacunas do serviço, bem como quais os grupos sociais que veem a qualidade do serviço melhor ou pior segundo os dados globais. Conclui-se que globalmente na prestação de serviço do BUCMSV, existe espaço para melhorias em todas as dimensões, devendo ser dada particular atenção à dimensão relativa à Fiabilidade, nomeadamente no que se refere à realização do serviço no tempo prometido e ocorrência de erros. Ao mesmo tempo, a caraterização sociológica dos utilizadores do BUCMSV permitiu perceber que aqueles que têm mais habilitações, os Jovens Adultos e os do Sexo Masculino têm perceções relativamente menos positivas quanto à qualidade de serviço prestado.
In this report i am intend to conduct a assessment of the quality of service provided by the single desk of the Municipality of Sever do Vouga (BUCMSV), using the evaluation model to measure the Quality of Service, (SERVQUAL). This report, had the dual purpose of, under a traineeship, gain personal knowledge on the evaluation questions of a Service and to raise awareness among stakeholders for its importance in improving the quality of services. Through an assessment of BUCMSV, it is possible to identify the key dimensions and the most valued issues of the service, through the differences between the expectations and perceptions of users, identifying key gaps in service, and social groups who see the quality of service better or worse, according to the data collected. We conclude that generally, the BUCMSV service, has room for improvement in all dimensions and that particular attention should be given to reliability, especially as regard the implementation of the service in the promised time and the occurrence of errors. At the same time, the sociological characterization of the users that utilized the BUCMSV have contributed to realize that those that have more qualifications, like the young adults and males have relatively less positive perceptions about the quality of service provided.
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Wannenburg, EM, Jager J. de, and T. Drotsky. "Gamers’ perceptions of the service quality in the gaming areas of selected casinos in South Africa." African Journal of Business Management, 2009. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001255.

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Research was done on gamers’ perceptions of the service quality in the gaming areas of selected casinos in South Africa. 2 casinos with 700 and more slot machines and 2 casinos with fewer than 700 slot machines were used in this research project to obtain a summary of the target population. 440 gamers at the 4 selected casinos were interviewed, with the help of trained fieldworkers. A structured questionnaire was used to collect the final data for the research. All variables related to the questionnaire were statistically analysed. The results of the research indicated that there were no significant differences between the male and female gamers’ perceptions of the service quality in gaming areas.
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Books on the topic "SERVQUAL"

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Buttle, Francis A. What's wrong with Servqual? Manchester: Manchester Business School, 1994.

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Buttle, Francis A. Is there a role for expectations in SERVQUAL? Manchester: Manchester Business School, 1995.

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Amist, Aparajita D. SERVQUAL Model and Customer satisfaction of services-Indian Telecom. Saarbrücken: LAP LAMBERT Academic Publishing, 2017.

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Manchester Metropolitan University. Department of Business and Management Studies., ed. Servqual: Measuring service quality : a literature review and tutorial. Manchester: ManchesterMetropolitan University, Department of Business and Management Studies, 1995.

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Becser, Norbert. A SERVQUAL (szolgáltatás-minőség) modell alkalmazhatóságának elemzése sokváltozós adatelemzési módszerekkel. Budapest, Hungary: Budapesti Corvinus Egyetem, Vállalatgazdaságtan Intézet, 2005.

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Pitt, Leyland F. On the reliability and validity of the SERVQUAL Instrument: International evidence. Henley-on-Thames: Henley Management College, 1996.

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Pitt, Leyland F. On the reliability and validity of the SERVQUAL instrument: International evidence. Henley-on-Thames: Henley Management College, 1995.

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Flynn, Graham. Using SERVQUAL to measure service quality at a NHS specialist laboratory. Birmingham: Aston Business School, Aston University, 1998.

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O'Farrell, Angela. Servqual assessed: The usefulness of expectation scores applied to language schools. Dublin: University College Dublin, 1992.

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Parasuraman, A. Servqual: A multiple-item scale for measuring customer perceptions of service quality. Cambridge, Mass: Marketing Science Institute, 1986.

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Book chapters on the topic "SERVQUAL"

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Rifai Hasan, Ilham. "Third Gaps of SERVQUAL in Indonesia." In Global Encyclopedia of Public Administration, Public Policy, and Governance, 1–5. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-31816-5_3683-1.

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Sui Pheng, Low, and Zhu Rui. "SERVQUAL, the Kano Model and QFD." In Service Quality for Facilities Management in Hospitals, 25–56. Singapore: Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-0956-3_3.

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Hentschel, Bert. "Die Messung wahrgenommener Dienstleistungsqualität mit SERVQUAL Eine kritische Auseinandersetzung." In Integratives Dienstleistungsmanagement, 397–419. Wiesbaden: Gabler Verlag, 1994. http://dx.doi.org/10.1007/978-3-322-82520-9_18.

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Shi, Zhengyu, and Huifang Shang. "A Review on Quality of Service and SERVQUAL Model." In HCI in Business, Government and Organizations, 188–204. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-50341-3_15.

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de la Cruz del Río Rama, María, José Álvarez García, Carlos Rueda-Armengot, and José Luís Coca Pérez. "An Application of SERVQUAL Model in Termas of Chaves." In Action-Based Quality Management, 27–41. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-06453-6_3.

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Hart, M. C. "Improving the dissemination of SERVQUAL by using magnitude scaling." In Total Quality Management in Action, 267–70. Dordrecht: Springer Netherlands, 1996. http://dx.doi.org/10.1007/978-94-009-1543-5_42.

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DeMoranville, Carol W., and Carol C. Bienstock. "Order Bias in the Application of the Servqual Instrument." In Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference, 36–41. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-13084-2_8.

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Hu, Hao, and Jianlin Zhang. "The Evaluation System for Cloud Service Quality Based on SERVQUAL." In Lecture Notes in Electrical Engineering, 577–84. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-34528-9_60.

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Zakariah, Mohd Raqib, Sahidah Zakariah, and Jaafar Pyeman. "IPA vs. SERVQUAL: Service Quality Measurement for Higher Education Industry." In Proceedings of the 1st AAGBS International Conference on Business Management 2014 (AiCoBM 2014), 139–50. Singapore: Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-287-426-9_12.

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Rosenbaum, Mark S., Lauren I. Labrecque, and Ioana Moraru. "Bringing Cultural Diversity to Service Marketing Courses: A Servqual Exercise." In Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…, 308. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-10912-1_104.

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Conference papers on the topic "SERVQUAL"

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Yusuf, Ramayanti, Heny Hendrayati, Riana Dewi, and Jusuf Nurdin. "E-Servqual: How E-Servqual Can Influence E-Satisfaction in Shopee." In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020). Paris, France: Atlantis Press, 2021. http://dx.doi.org/10.2991/aebmr.k.210831.075.

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Suting, Aiborname, Vishnu Lal, and G. Varaprasad. "Higher education quality assessment using SERVQUAL." In 2020 International Conference on System, Computation, Automation and Networking (ICSCAN). IEEE, 2020. http://dx.doi.org/10.1109/icscan49426.2020.9262310.

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El-Bayoumi, Janice G. "Evaluating IT service quality using SERVQUAL." In the ACM SIGUCCS 40th annual conference. New York, New York, USA: ACM Press, 2012. http://dx.doi.org/10.1145/2382456.2382461.

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Weihong Zhao and Xiaoming Xiong. "E-Tail-SERVQUAL: Conceptualization and its validity." In 2011 International Conference on Computer Science and Service System (CSSS). IEEE, 2011. http://dx.doi.org/10.1109/csss.2011.5975013.

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Rašan, Mišo, Jelena Berečić, and Nikola Medved. "MJERENJE ZADOVOLJSTVA TURISTIČKIH VODIČA PRUŽENIM HOTELSKIM USLUGAMA." In Hotelska kuća 2022. University of Rijeka, Faculty of Tourism and Hospitality Management, 2021. http://dx.doi.org/10.20867/hk.1.7.

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Svrha – Turistički vodiči poveznica su između turističkih agencija, hotela i grupa turista s najmanje jednim noćenjem u destinaciji. Polazeći od navedenog, cilj ovog istraživanja bio je ispitati i analizirati stavove turističkih vodiča sjeverozapadne Hrvatske o njihovom sveukupnom zadovoljstvu hotelskim uslugama i namjeri preporuke hotela turističkim agencijama za koje rade. Metode – U tu svrhu na temelju relevantne znanstvene literature kreiran je anketni upitnik koji je distribuiran u online obliku. U mjerenju kvalitete hotelskih usluga iz perspektive turističkih vodiča korišten je modificirani SERVQUAL model, a ispitivanje je provedeno na uzorku od 52 ispitanika. Obzirom da je ovo istraživanje prvo koje se bavi spomenutom tematikom u sjeverozapadnoj Hrvatskoj, odlučeno je najprije provesti pilot testiranje. Zaključci – Rezultatima provedenog empirijskog istraživanja utvrđeno je da je kod većine čestica u modelu prisutan negativan SERVQUAL jaz, što znači da hotelijeri nisu nadmašili očekivanja turističkih vodiča. Usprkos toj činjenici, ispitani turistički vodiči bili su zadovoljni ukupnom pruženom hotelskom uslugom te planiraju preporučiti hotel svojim poslodavcima, točnije turističkim agencijama. Originalnost istraživanja – Osim što je ovim istraživanjem dokazan SERVQUAL model kao prikladan instrument za mjerenje zadovoljstva turističkih vodiča, doprinos ovog istraživanja od značajan je za hotele jer temeljem dobivenih podataka mogu determinirati trenutnu razinu kvalitete koju pružaju s ciljem njezina poboljšanja i unaprijeđena.
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"Revised SERVQUAL Analysis Method for the Service Quality." In 2020 International Conference on Social and Human Sciences. Scholar Publishing Group, 2020. http://dx.doi.org/10.38007/proceedings.0000154.

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CANDEMİR, Aykan, Ali Erhan ZALLUHOĞLU, and Cihat KARSLI. "Türkiye Marinalarının Web Sitelerinin Servqual Ölçeği İle Değerlendirilmesi." In II.Ulusal Liman Kongresi. Denizcilik Fakültesi: Dokuz Eylül Üniversitesi, 2015. http://dx.doi.org/10.18872/deu.b.ulk.2015.0027.

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Do, Hyunji, Chang Han Lee, and Eunju Ko. "RESEARCH ON IT SERVQUAL IN FASHION RETAIL ENVIRONMENT." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.09.01.02.

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Mujinga, Mathias. "Retail banking service quality measurement: SERVQUAL gap analysis." In 2019 Conference on Information Communications Technology and Society (ICTAS). IEEE, 2019. http://dx.doi.org/10.1109/ictas.2019.8703635.

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Maemura, Marcia Mitie Durante, Lesley Carina do Lago Attadia Galli, Sheila Farias Alves Garcia, Glaucia Aparecida Prates, and Cristiane Sonia Arroyo. "MEDIÇÃO DA QUALIDADE DE SERVIÇO PELO MÉTODO SERVQUAL." In IV Simpósio de Tecnologias da Fatec de Sertãozinho (SITEFA/Stz). Fatec Sertãozinho, 2022. http://dx.doi.org/10.33635/sitefa.v4i1.187.

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Dado o crescimento e a importância econômica e social dos pesqueiros no Brasil é fundamental que os pesqueiros avaliem o nível da qualidade de serviços aos clientes, pois a qualidade em serviços proporciona vários benefícios para as empresas. Assim, a presente pesquisa tem como objetivo medir o nível da qualidade dos serviços prestados por um pesqueiro localizado na região de Taubaté-SP, utilizando como referência o modelo SERVQUAL, desenvolvido por Parasuraman, Zeithaml e Berry (1985). A escolha deste modelo de mensuração justifica-se pelo fato de ser largamente aplicado em diversos segmentos de serviços, com resultados assertivos e satisfatórios. Para tanto, foi realizada uma pesquisa junto a 600 clientes de um empreendimento do tipo "pesqueiro" na cidade de Taubaté/SP. Após uma análise descritiva das respostas coletadas, foi possível identificar: o perfil do cliente, a avaliação da qualidade em serviços, o nível de satisfação do cliente e as recomendações de melhoria dos clientes. Com os resultados obtidos pode-se afirmar assim que o modelo SEVQUAL, mostrou-se consistente como ferramenta para medição da qualidade de serviços do pesqueiro pesquisado. A metodologia utilizada neste trabalho apresentou resultados consistentes quanto à percepção de clientes sobre os serviços prestados pelo pesqueiro - especialmente, quanto a disponibilização de materiais relacionados à prática da pescaria esportiva, disponibilização de informações de consumo (placas, aspectos relacionados à cobrança de serviços) e conduta dos profissionais atuantes na empresa.
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