Application of the Servqual model in the biennial of the Zona da Mata book: the view of the interactant opening new pages for quality improvement
This paper deals with visitors' perceptions and expectations about the services offered at the Zona da Mata Book Biennial, in Juiz de Fora city – Minas Gerais State (Brazil). It presents an exploratory, descriptive, quantitative approach, aiming to diagnose the dimensions of quality: Reliabilit...
| Autores: | , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2018 |
| País: | Brasil |
| Institución: | Universidade Federal de Santa Catarina (UFSC) |
| Repositorio: | Encontros Bibli |
| Idioma: | portugués |
| OAI Identifier: | oai:periodicos.ufsc.br:article/52986 |
| Acceso en línea: | https://periodicos.ufsc.br/index.php/eb/article/view/1518-2924.2017v23n52p84 |
| Access Level: | acceso abierto |
| Palabra clave: | Estudo de Usuários Qualidade Satisfação Serviços Servqual Study of Users Quality Satisfaction Services |
| Sumario: | This paper deals with visitors' perceptions and expectations about the services offered at the Zona da Mata Book Biennial, in Juiz de Fora city – Minas Gerais State (Brazil). It presents an exploratory, descriptive, quantitative approach, aiming to diagnose the dimensions of quality: Reliability, Empathy, Assurance, Responsiveness and Tangibility. Using a Likert questionnaire, non-probabilistic data were collected between June 14 and 19, 2016. The results indicate the validity and consistency of the approach, evidencing that the largest gap covers tangible items. It is concluded that the Servqual metric is adequate to empower the interactant and to guide possible improvements in the service development process. |
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