A study about the quality of the services provided by a technology laboratory

The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale...

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Detalhes bibliográficos
Autores: da Silva, Marcelo Benetti Correa, Pagnussat, Daniel Tregnano, Bebber, Suélen, Milan, Gabriel Sperandio, Dal Soglio, Aline
Formato: artículo
Estado:Versión publicada
Fecha de publicación:2018
País:Brasil
Recursos:Centro Universitário de Belo Horizonte (UNIBH)
Repositorio:Revista e-xacta
Idioma:portugués
OAI Identifier:oai:ojs.periodicos.uninove.br:article/7591
Acesso em linha:https://periodicos.uninove.br/exacta/article/view/7591
Access Level:acceso abierto
Palavra-chave:Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
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spelling A study about the quality of the services provided by a technology laboratoryA study about the quality of the services provided by a technology laboratoryService quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction. The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction. Universidade Nove de Julho - UNINOVE2018-06-26info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.uninove.br/exacta/article/view/759110.5585/exactaep.v16n2.7591Exacta; v. 16 n. 2 (2018): (Abr-Jun); 107-1171983-93081678-5428reponame:Revista e-xactainstname:Centro Universitário de Belo Horizonte (UNIBH)instacron:UNIBHporhttps://periodicos.uninove.br/exacta/article/view/7591/3779info:eu-repo/semantics/openAccessda Silva, Marcelo Benetti CorreaPagnussat, Daniel TregnanoBebber, SuélenMilan, Gabriel SperandioDal Soglio, Aline2020-07-07T21:53:28Zoai:ojs.periodicos.uninove.br:article/7591Revistahttps://revistas.unibh.br/dcet/PUBhttps://revistas.unibh.br/dcet/oaiexacta@unibh.br||periodicosdeminas@gmail.com1984-31511984-3151opendoar:2020-07-07T21:53:28Revista e-xacta - Centro Universitário de Belo Horizonte (UNIBH)false
dc.title.none.fl_str_mv A study about the quality of the services provided by a technology laboratory
A study about the quality of the services provided by a technology laboratory
title A study about the quality of the services provided by a technology laboratory
spellingShingle A study about the quality of the services provided by a technology laboratory
da Silva, Marcelo Benetti Correa
Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
title_short A study about the quality of the services provided by a technology laboratory
title_full A study about the quality of the services provided by a technology laboratory
title_fullStr A study about the quality of the services provided by a technology laboratory
title_full_unstemmed A study about the quality of the services provided by a technology laboratory
title_sort A study about the quality of the services provided by a technology laboratory
dc.creator.none.fl_str_mv da Silva, Marcelo Benetti Correa
Pagnussat, Daniel Tregnano
Bebber, Suélen
Milan, Gabriel Sperandio
Dal Soglio, Aline
author da Silva, Marcelo Benetti Correa
author_facet da Silva, Marcelo Benetti Correa
Pagnussat, Daniel Tregnano
Bebber, Suélen
Milan, Gabriel Sperandio
Dal Soglio, Aline
author_role author
author2 Pagnussat, Daniel Tregnano
Bebber, Suélen
Milan, Gabriel Sperandio
Dal Soglio, Aline
author2_role author
author
author
author
dc.subject.por.fl_str_mv Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
topic Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
Service quality. Service quality dimensions. SERVQUAL scale. Civil construction. Technology laboratory.
description The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction.
publishDate 2018
dc.date.none.fl_str_mv 2018-06-26
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/exacta/article/view/7591
10.5585/exactaep.v16n2.7591
url https://periodicos.uninove.br/exacta/article/view/7591
identifier_str_mv 10.5585/exactaep.v16n2.7591
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uninove.br/exacta/article/view/7591/3779
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
dc.source.none.fl_str_mv Exacta; v. 16 n. 2 (2018): (Abr-Jun); 107-117
1983-9308
1678-5428
reponame:Revista e-xacta
instname:Centro Universitário de Belo Horizonte (UNIBH)
instacron:UNIBH
instname_str Centro Universitário de Belo Horizonte (UNIBH)
instacron_str UNIBH
institution UNIBH
reponame_str Revista e-xacta
collection Revista e-xacta
repository.name.fl_str_mv Revista e-xacta - Centro Universitário de Belo Horizonte (UNIBH)
repository.mail.fl_str_mv exacta@unibh.br||periodicosdeminas@gmail.com
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