Service quality in pension funds: an application of SERVQUAL
The gap model proposed by Parasuraman, Zeithaml and Berry declare that it is possible to measure quality in services through the difference between the expectations and perception of users, considering its five basic latent factors. This work aims to evaluate the quality of services offered by a Pen...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2024 |
| País: | Brasil |
| Institución: | Associação Brasileira de Engenharia de Produção (ABEPRO) |
| Repositorio: | Revista Produção Online |
| Idioma: | portugués |
| OAI Identifier: | oai:ojs.www.producaoonline.org.br:article/5025 |
| Acceso en línea: | https://www.producaoonline.org.br/rpo/article/view/5025 |
| Access Level: | acceso abierto |
| Palabra clave: | Service quality SERVQUAL Pension funds Gap model Factor analysis Qualidade em serviços Previdência complementar Modelo de GAPs Análise fatorial |
| Sumario: | The gap model proposed by Parasuraman, Zeithaml and Berry declare that it is possible to measure quality in services through the difference between the expectations and perception of users, considering its five basic latent factors. This work aims to evaluate the quality of services offered by a Pension Fund in western Paraná. The data was collected through a survey, following the three-column SERVQUAL model, containing the minimum expected level, the ideal desired level and the perception of the quality service, and processed using JASP software. Using exploratory and confirmatory factor analyzes to evaluate of the scale and exploratory analysis to determine the perceived quality of services. It was observed that the perceived quality of this pension fund is in the zone of tolerance and that its participants observe the factors grouped together, discriminating the factor Tangibility from the others. We can conclude that SERVQUAL is an appropriate instrument to measure service quality in this context. |
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