A ordem dos atributos afeta a avaliação de qualidade ? Uma investigação empírica a partir da versão mais recente do modelo SERVQUAL

Carvalho, Frederico A. de; Leite, Valdecy Faria

doi:10.1590/s1415-65551997000100003

Cited by 6 publications

(3 citation statements)

References 6 publications

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“…At the end of the interview, respondents indicated the importance of each attribute by selecting and ranking what they considered the six most important attributes when making a decision. Attributes ranked first received a weight of six, attributes ranked second received five, the third four and so on, as per the ranking system used by Carvalho and Leite (1997). The ten most important attributes are presented in Table IV for both customer groups which showed similar patterns.…”

Section: Importance Of Each Attributementioning

confidence: 96%

Customer choice of a car maintenance service provider

Brito

Aguilar

Brito³

2007

International Journal of Operations &Amp; Production Management

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Purpose -This paper investigates the determinants of customer choice of a car maintenance service provider after the warranty period. It focuses on the alternative of using branded car dealers, who provide this service during the warranty period, or independent garages. Design/methodology/approach -A comprehensive list of 30 service attributes is developed drawing on the service quality literature, specific previous studies on car maintenance services, and including other purchase behaviour determinants such as perceived value. Simple random sampling with replacement is used to collect data from 400 car owners using the actual choice of a service provider as the dependent variable. A quantitative analysis using a set of logistic regressions links directly customer choice to the service attributes. Findings -Service attributes that determine customer choice are the ones consumers simultaneously consider important and perceive differences in performance between the service providers. The branded dealers service operation proved to be relatively weak, having only one of these attributes, while being better evaluated in less important ones. Independent garages have a much better offer justifying their gain in market share. Research limitations/implications -Only economic cars (1,000 cc) were analysed. Convenience and location were only partially controlled and could play a more significant role in some decision settings. Logistic regressions could effectively predict customer choice in close to 90 per cent of the cases demonstrating the adequacy of including other service attributes beyond the ones covered in the service quality literature. Practical implications -Directions for improvement in the operations of both branded dealers and independent garages could be derived and some recent moves by both types of players could be supported by the results. Originality/value -Investigation of the Brazilian setting and the methodological approach of linking actual customer choice to the extended set of service attributes by the combination of logistic regressions and the importance rating of the attributes.

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Section: Importance Of Each Attributementioning

confidence: 96%

Customer choice of a car maintenance service provider

Brito

Aguilar

Brito³

2007

International Journal of Operations &Amp; Production Management

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“…A metodologia usada para obtenção dos dados partiu de uma avaliação empírica (Glaser;Strauss, 1967;Spector, 1992, Carvalho;Leite, 1997;Dos Santos, 2004;Hair et al, 2009;Stefano, 2009), que faz uso de escalas de pontuação, que envolvem múltiplos itens, para coleta, para, posteriormente, serem combinados e somados (Spector, 1992). Santos (2004) explica o que seria a pontuação de escalas e sua importância.…”

Section: Obtenção Dos Dadosunclassified

Complexidade visual da interface digital e satisfação de uso: uma análise em websites de caráter informacional | Visual complexity of the digital interface and satisfaction of use: an analysis in informational websites

Fernandes¹,

Júnior²,

Paschoarelli³

2017

InfoDesign

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Os websites de caráter informacional, ou seja, que servem para informar sobre algo ou transmitir conhecimento, são continuamente acessados por uma imensa maioria de pessoas por meio da rede mundial de computadores, ou internet. Sendo que, em boa parte das vezes, a forma e o nível de dificuldade de uso de suas interfaces acabam por definir a escolha dos usuários classificando-os dentre seus preferidos. O presente trabalho analisa como a complexidade visual de websites de cunho informacional interfere na experiência do usuário, na forma da percepção de suas interfaces e nos julgamentos sobre atratividade e satisfação de uso. Para isso foram criadas três interfaces com base em uma única anatomia, aumentando o nível de complexidade entre elas. Os dados abordados foram gerados a partir de um universo de 20 pessoas entre 22 e 61 anos, com média de 33,8 anos e desvio padrão de 9,389, por meio de uma abordagem virtual (online), sendo 55% dos participantes do gênero feminino e 45% do gênero masculino. Os resultados demonstram que a interface, inicialmente considerada complexa, atingiu o melhor nível com relação a atração inicial e a qualidade de uso (usabilidade), atendendo melhor as expectativas iniciais do usuário, atingindo o nível “satisfação” dentro da classificação proposta. Information design, visual perception, user experience, attraction, satisfaction. Informational websites, that is, that serve to inform about something or transmit knowledge, are continuously accessed by a vast majority of people through the computer network, or the Internet. Since, in most cases, the form and level of difficulty of using their interfaces end up defining the users' choice by placing the portals among their favorites. The present work analyzes how the visual complexity of informational websites interferes with the user experience, the perception of interfaces and their judgments about attractiveness and use satisfaction. For this research were created three interfaces based on a single anatomy, increasing the level of complexity between them. The data were generated from a universe of 20 people between 22 and 61 years old, with a mean of 33.8 years and a standard deviation of 9,389, using a virtual (online) approach, with 55% of the participants being female and 45% of males. The results show that the interface, initially considered complex, reached the best level with respect to initial attraction and quality of use (usability), better serving the initial expectations of the user, reaching the satisfaction level within the proposed classification.

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“…Previous work by Carvalho and Leite (1997Leite ( , 1998a has shown that this sort of voting procedure is robust with respect to the order in which the attributes appear in the questionnaire and that, in a specific sense, six is an appropriate size of the smaller set to be totally ordered. These results may be viewed as an indication of the (internal) consistency of the proposed weighing method.…”

Section: Sample and Data Collectionmentioning

confidence: 99%

Attribute importance in service quality: an empirical test of the PBZ conjecture inBrazil

Carvalho

Leite²

1999

International Journal of Service Industry Management

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According to the Parasuraman‐Berry‐Zeithaml conjecture, the greater the importance of a given quality dimension, the thinner the corresponding tolerance zone would be. This paper seeks to test the conjecture when attribute items are individually considered. The original data have been collected to assess the quality of postal services in Brazil. A qualitative stage yielded a list comprising 39 attribute items. In the quantitative stage the three‐column format of a SERVQUAL questionnaire was employed to permit the computation of importance weights and tolerance widths for each attribute item. The questionnaire was mailed to a sample of some 5,900 firms. About 10 per cent (540) of mailed questionnaires returned and were considered valid. The values obtained for the correlation coefficients were significantly negative and consistently close to each other. The inverse association between importance and tolerance of service quality attributes was then accepted. The most interesting consequence of this finding is that simply ordering the computed width of attributes’ zones of tolerance will yield the most important attributes. Other implications are also discussed.

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A ordem dos atributos afeta a avaliação de qualidade ? Uma investigação empírica a partir da versão mais recente do modelo SERVQUAL

Cited by 6 publications

References 6 publications

Customer choice of a car maintenance service provider

Customer choice of a car maintenance service provider

Complexidade visual da interface digital e satisfação de uso: uma análise em websites de caráter informacional | Visual complexity of the digital interface and satisfaction of use: an analysis in informational websites

Attribute importance in service quality: an empirical test of the PBZ conjecture inBrazil

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