Quality affects the performance of the product or service as well as customer satisfaction. This fact is genuinely important when it comes to how the consumer interprets the satisfaction that service provides and the judgment of the buying process as a whole. Considering that, service quality is an abstract and elusive construct due to three characteristics of services: intangibility, heterogeneity, and inseparability of production and consumption. In that way, we define service quality as perceived by the customer. In addition, the perceived quality is the comparison between the perception and customer expectation. Customer expectations are the expected service, arising from needs. However, these can be more or less demanding than the real needs. Perceptions are how the customer perceives the service provided, assessing whether this was appropriate or not. Thus, for service providing organizations the interpretation of customer needs is critical. Superior performance in services strengthens competitiveness and establishes a relationship with the customer, consolidating the brand and communication with the market, etc. This paper aims to evaluate the quality of a large hotel through the fuzzy SERVQUAL and fuzzy AHP. The results showed that the services have many gaps to be improved.
This article is aimed at structuring a bibliography portfolio to treat the application of the ABC method in service and contribute to discussions within the scientific community. The methodology followed a three-stage procedure: Planning, execution and Synthesis. Also, the process ProKnow-C (Knowledge Process Development - Constructivist) was used in the execution stage. International databases were used to collect information (ISI Web of Knowledge and Scopus). As a result, we obtained a bibliography portfolio of 21 articles (with scientific recognition) dealing with the proposed theme.
The purpose of this study is to present a proposal for managing costs and improving cost management based on activity-based costing (ABC) for small service providers. A systematic approach was partially applied to an organization that primarily engages in providing information technology assistance and consulting services in connection with the activity of “delivering a product (system deployment).” To prepare better cost drivers and calculate the cost of service, there was a need to determine this and observe the processes, activities, and resources involved. The conclusions show that the proposal based on the ABC method is applicable to small service providers because it leads to a more accurate investigation of costs and, therefore, provides information for making decisions.
A qualidade dos serviços é uma construção abstrata e indescritível devido a três características: intangibilidade, inseparabilidade de produção e consumo e, heterogeneidade. Dessa forma, define-se a qualidade dos serviços como aquela percebida pelo cliente. Neste contexto, este trabalho teve o objetivo de avaliar a qualidade dos serviços em um hotel de grande porte localizado em Santa Catarina – Brasil, contando com a participação de 187 hóspedes. Utilizou-se o método Servqual para coletar os dados em um questionário baseado nas dimensões da qualidade. Para o cálculo dos pesos da expectativa e da percepção foi utilizado o método Fuzzy AHP (Analytic Hierarchy Process - FAHP). Como resultado, são apresentados os aspectos onde a expectativa dos hóspedes em relação ao serviço prestado é maior do que a realidade encontrada, permitindo, dessa forma, que a empresa alinhe de forma estratégica seus futuros investimentos.
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