Uma proposta para a avaliaÃÃo da qualidade dos serviÃos da administraÃÃo de shopping centers, utilizando o modelo SERVQUAL

AUTOR(ES)

Larissa Maria Argollo de Arruda FalcÃo

DATA DE PUBLICAÇÃO

2005

RESUMO

Currently the markets are immersed in a economy of services, that deals with as competitive advantages to the quality given service. The quality of service contains many psychological characteristics, in contrast to a product with physical characteristics that can easily be measures. The customer makes a daily pay-judgment of the product or service, forming a standard, analyzing the discrepancy between the waited one and the received one, in relation to which the real evaluation is made. Satisfaction is appraised as a standard formed for expectations and modified by the perceivable quality through the consumption of the product or service. In the model considered in this work, the expectations are considered as the objectives to be reached and the confirmation, or not confirmation of these expectations, modifies the resultant satisfaction. Ahead of such reality, the present work has as objective to develop a proposal for evaluation of the quality of service, that was applied to evaluate the quality of the services of the administration of one of great shoppings of the region metropolitan of Recife, on the point of view of the rendering of existing services in it. The proposal for the evaluation compares the expectations with the perceptions of the customers getting the quality perceived of the service, the expectations of the customers with the perception of the administration on these expectations, analyzing which are the services of quality for the customer, and to understand as the customers formulate its expectations

ASSUNTO(S)

shopping centers - regiÃo metropolitana do recife economia de serviÃos economy of services shopping centers - metropolitan region of recife quality of service qualidade de serviÃo engenharia de producao

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