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| Format: | Artículo científico |
| Language: | en |
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Instituto Federal de Educação, Ciência e Tecnologia de São Paulo
2017
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| Online Access: | https://www.redalyc.org/articulo.oa?id=449551667006 |
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| _version_ | 1866816192569671680 |
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| author | Sueli Ferreira Colona |
| author_facet | Sueli Ferreira Colona |
| contents | A CASE ANALYSIS ABOUT THE ASSESSMENT OF QUALITY OF SERVICES IN A LOGISTICS COMPANY IN THE LIGHT OF THE SERVQUAL MODEL Sueli Ferreira Colona Wilian Ramalho Feitosa Rodrigo dos Santos Kelch Administración y Contabilidad quality SERVQUAL Logistics services In the competitive market of service delivery in logistics, companies seek to improve quality in services provision. This article aims to study the service quality assessment, by a case study in a logistics company, analyzing how this company measures the satisfaction of its main customers and comparing it to SERVQUAL model. For this, after a theoretical review of themes such as service features, logistics services, customer satisfaction and services quality, through exploratory techniques, mainly an author’ auto ethnography and documents content analysis the case analysis was performed. It could be showed that the model of customers satisfaction questionnaire used by the company studied was a very simplified model - it did not meet the main structural dimensions of SERVQUAL model, just measures observed perceived quality, ignoring expectations and acts in a reactional way about clients concerns and complaints. The main considerations were a lack of identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency. 2017 artículo científico 2236-269X https://www.redalyc.org/articulo.oa?id=449551667006 en http://www.redalyc.org/revista.oa?id=4495 Independent Journal of Management & Production application/pdf Instituto Federal de Educação, Ciência e Tecnologia de São Paulo Independent Journal of Management & Production (Brasil) Num.5 Vol.8 |
| format | Artículo científico |
| id | redalyc_449551667006 |
| language | en |
| publishDate | 2017 |
| publisher | Instituto Federal de Educação, Ciência e Tecnologia de São Paulo |
| spellingShingle | A CASE ANALYSIS ABOUT THE ASSESSMENT OF QUALITY OF SERVICES IN A LOGISTICS COMPANY IN THE LIGHT OF THE SERVQUAL MODEL Sueli Ferreira Colona Administración y Contabilidad quality SERVQUAL Logistics services A CASE ANALYSIS ABOUT THE ASSESSMENT OF QUALITY OF SERVICES IN A LOGISTICS COMPANY IN THE LIGHT OF THE SERVQUAL MODEL Sueli Ferreira Colona Wilian Ramalho Feitosa Rodrigo dos Santos Kelch Administración y Contabilidad quality SERVQUAL Logistics services In the competitive market of service delivery in logistics, companies seek to improve quality in services provision. This article aims to study the service quality assessment, by a case study in a logistics company, analyzing how this company measures the satisfaction of its main customers and comparing it to SERVQUAL model. For this, after a theoretical review of themes such as service features, logistics services, customer satisfaction and services quality, through exploratory techniques, mainly an author’ auto ethnography and documents content analysis the case analysis was performed. It could be showed that the model of customers satisfaction questionnaire used by the company studied was a very simplified model - it did not meet the main structural dimensions of SERVQUAL model, just measures observed perceived quality, ignoring expectations and acts in a reactional way about clients concerns and complaints. The main considerations were a lack of identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency. 2017 artículo científico 2236-269X https://www.redalyc.org/articulo.oa?id=449551667006 en http://www.redalyc.org/revista.oa?id=4495 Independent Journal of Management & Production application/pdf Instituto Federal de Educação, Ciência e Tecnologia de São Paulo Independent Journal of Management & Production (Brasil) Num.5 Vol.8 |
| title | A CASE ANALYSIS ABOUT THE ASSESSMENT OF QUALITY OF SERVICES IN A LOGISTICS COMPANY IN THE LIGHT OF THE SERVQUAL MODEL |
| topic | Administración y Contabilidad quality SERVQUAL Logistics services |
| url | https://www.redalyc.org/articulo.oa?id=449551667006 |