AvaliaÃÃo do serviÃo de auto-atendimento do SEBRAE-NA

AUTOR(ES)

Rodrigo Almeida de Aguiar

DATA DE PUBLICAÇÃO

2004

RESUMO

The goal of this research is to evaluate the quality of online service given by SEBRAE-NAÂs Self- Attendance website, taking as a model for comparison e-SERVQUALÂs Understanding and Improvement of Services in Digital Environment (ZEITHAML et al., 2000). In this research you will find: a) a revision of the literature on quality of the services given out though Internet, in order to establish parameters that will allow an evaluation of SEBRAE-NA Self-attendance website; b) an instrument, specially developed, for collecting data and measuring the qualities that are identified; c) an analysis on the results of the research focusing on the quality indicators chosen by Zeithaml, and also a comparison of the relation between demographic variables and the identified quality dimensions. The outcome is that SEBRAE-NA Self-Attendence Online Service is satisfactory, but has not leveled or exceed with itâs users desired expectations

ASSUNTO(S)

internet qualidade e-servqual e-servqual on-line services administracao quality internet serviÃos on-line

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