Using the Servqual Model to Assessmall Service Quality and Customer Satisfaction

Falcão, Larissa Maria Argollo de Arruda; Jerônimo, Taciana de Barros; Melo, Fagner José Coutinho de; Aquino, Joás Tomaz de; Medeiros, Denise Dumke de

doi:10.14488/bjopm.2017.v14.n1.a9

Cited by 10 publications

(7 citation statements)

References 4 publications

(8 reference statements)

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“…It is necessary to handle and select data from the customer to know what influences on satisfaction and dissatisfaction of customers. This measurement makes manufacturers understand how to organize services to provide the highest value of comfort and also inform manufacturers which factors are under the control of them (de Arruda Falcão et al, 2017). One of the methods for evaluating customers is using recency, frequency, and monetary (RFM), which identify customers that make more profit for the company (Hu and Yeh, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

A Developed Framework for Sequencing of Mixed-model Assembly Line with Customer’s Satisfaction and Heterogeneous Operators

Rabbani

Behbahan

Farrokhi-Asl

et al. 2020

BJO&PM

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Goals: We present a multi-objective mathematical model to determine the optimum production sequence of the mixed-model assembly line (MMAL). Maximizing customer satisfaction and minimizing costs are the objectives of the problem. Design / Methodology / Approach: Customers are divided into two clusters of high priority and low priority by k-medoids method. Also, to get closer to the real world, heterogeneous workers are considered. As the actual scale of the problem cannot be solved by an exact method, two metaheuristic algorithms, namely Strength Pareto Evolutionary Algorithm 2 (SPEA2) and Non-Dominated Sorting Genetic Algorithm II (NSGA-II) are proposed to solve the problem and reach approximate and efficient results in large scale. Results: It observes that this model can plan the customers' orders by considering their satisfaction. Also, comparing the results of these algorithms indicates a slight superiority of the SPEA2 method. Limitations of the investigation: This study is mainly limited by clustering criteria. In the future, more criteria can be considered for analyzing customer behavior and expanding customer clusters. Practical implications: This model can help all manufacturers who use MMAL by providing a Pareto front for deciding between costs and customers' satisfaction. Originality / Value: Applying k-medoids to cluster the customers for better orders management and proposing SPEA2 and NSGA-II for solving the problem are the main novelties of this study.

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Section: Literature Reviewmentioning

confidence: 99%

A Developed Framework for Sequencing of Mixed-model Assembly Line with Customer’s Satisfaction and Heterogeneous Operators

Rabbani

Behbahan

Farrokhi-Asl

et al. 2020

BJO&PM

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“…Para alguns autores, especifi car a qualidade do serviço signifi ca mensurar a satisfação do cliente. Para outros autores, mensurar a satisfação do cliente é algo mais amplo e intangível e avaliar a qualidade do serviço prestado se resume a especifi car as dimensões do serviço (PARASURAMAN; ZEITHAML; BERRY, 1985;FITZSIMMONS;FITZSIMMONS, 2010, FALÇÃO et al, 2017. Fundamentado nessa ótica, a qualidade percebida em serviço é um elemento da satisfação do consumidor, podendo ser visualizado por meio da Figura 1 BITNER, 2003 Parasuraman, Zeithaml e Berry (1985) conceitua qualidade percebida pelos clientes como a comparação da percepção d¬o serviço prestado em relação à expectativa do serviço desejado.…”

Section: Qualidade Em Serviçosunclassified

Avaliação da Qualidade dos Serviços Logísticos Prestados por Websites Utilizando o SERVQUAL

Oliveira¹,

Lima²,

Sant'Anna³

et al. 2019

GEPROS

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Atualmente os consumidores estão cada vez mais exigentes em relação à escolha de um serviço, o que faz com que as empresas busquem um diferencial competitivo que supere as expectativas dos clientes, onde quando se trata do comércio eletrônico uma maneira de buscar esse diferencial é através da qualidade dos serviços logísticos. Portanto é fundamental saber o que os clientes esperam dos serviços, bem como sua percepção sobre eles. Neste trabalho foi utilizado o SERVQUAL para avaliar a qualidade dos serviços logísticos prestados pelos websites, através da identificação das lacunas entre as expectativas e a percepção dos serviços logísticos prestados pelos websites. Os resultados mostraram que a qualidade dos serviços prestados foi baixa na maioria dos casos, mostrando que as expectativas dos usuários não foram atendidas. Com base na análise de quartil foram propostas medidas de correção e/ou prevenção dos maiores gaps encontrados, visando melhorar a qualidade dos serviços logísticos prestados pelos websites.

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“…Process management is common in industrial organization. However, it is not common in the services organizations (Falcão et al, 2017).…”

Section: Standardization Of Processesmentioning

confidence: 99%

The Standardization of administrative processes: a case study using continuous improvement tool

Espíndola

Albuquerque

Xavier

et al. 2019

BJO&PM

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Goal: The goal of this research is to propose a system for the implementation of the standardization of processes, and for their continuous improvement and optimization in the administrative area of companies. Design / Methodology / Approach: A system for the implementation of process standardization was proposed and carried out through stages for structuring each process. Results: It was noticed that although no ideal model can be deployed in all organizations, there is a real necessity for companies that need tools to be used and adapted to the needs of each company. Limitations of the investigation: It is worth mentioning the fact that this work was elaborated considering the specificities of the company and that the planning for the implementation of the necessary changes was performed, observing the particularities of the company. Practical implications: The study demonstrates that with an organizational restructuring of the company, it is possible to structure internal and external processes, thus creating a faster and more accurate flow of information between departments and allowing lean management by eliminating obsolete and unnecessary processes. Another practical implication observed is the creation, control, and monitoring of indicators to achieve the results of the projected processes, as well as checking of the evaluation of these processes that can be maintained or changed according to the company's strategic planning. Originality / Value: This article contributes to the strengthening of strategic knowledge aimed at the standardization of administrative processes for the continuous improvement of quality in the services of retail companies and can be applied in companies from emerging countries.

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Using the Servqual Model to Assessmall Service Quality and Customer Satisfaction

Cited by 10 publications

References 4 publications

A Developed Framework for Sequencing of Mixed-model Assembly Line with Customer’s Satisfaction and Heterogeneous Operators

A Developed Framework for Sequencing of Mixed-model Assembly Line with Customer’s Satisfaction and Heterogeneous Operators

Avaliação da Qualidade dos Serviços Logísticos Prestados por Websites Utilizando o SERVQUAL

The Standardization of administrative processes: a case study using continuous improvement tool

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