Service quality dimensions in the context of a civil construction technology laboratory in Brazil
DOI:
https://doi.org/10.5585/exactaep.2021.14746Keywords:
Service quality dimensions, Service quality, Customer satisfaction, Technological laboratoryAbstract
This research aimed to compare the service quality dimensions of a civil construction material technology laboratory from concrete specimen and ceramic brick-breaking services customers. Multiple regression analyses were performed from the most important quality dimensions resulting from customers’ perception, obtained from four previous studies that applied factor analyses. The values obtained in the factor and regression analyses were correlated to identify similar results found in the analyses. The results pointed that the attributes related to the personalized attendance, information about the assay results, and staff commitment, are considered the most important ones from customers’ perception. As a result, fragilities in the performed service could be identified, and improvements proposed, maximizing customer satisfaction. As a study limitation, the small sample size is pointed, which could have influenced the results and the methodology procedures in the regression analyses.
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