Dimensões da qualidade dos serviços no contexto de um  laboratório de construção civil no Brasil

Suélen Bebber; Marcelo Benetti Correa da Silva; Taila da Silveira; Gabriel Sperandio Milan

doi:10.5585/exactaep.2021.14746

Authors

Suélen Bebber Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul https://orcid.org/0000-0003-2396-1106
Marcelo Benetti Correa da Silva Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul https://orcid.org/0000-0002-3652-6456
Taila da Silveira Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul http://orcid.org/0000-0002-2463-8135
Gabriel Sperandio Milan Universidade do Vale do Rio dos Sinos – UNISINOS. São Leopoldo, Rio Grande do Sul https://orcid.org/0000-0003-3480-2653

DOI:

https://doi.org/10.5585/exactaep.2021.14746

Keywords:

Service quality dimensions, Service quality, Customer satisfaction, Technological laboratory

Abstract

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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Author Biographies

Suélen Bebber, Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul

Mestre em Administração. Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul

Marcelo Benetti Correa da Silva, Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul

Mestre em Administração. Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul

Taila da Silveira, Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul

Graduada em Engenharia Civil. Universidade de Caxias do Sul - UCS. Caxias do Sul, Rio Grande do Sul – Brasil.

Gabriel Sperandio Milan, Universidade do Vale do Rio dos Sinos – UNISINOS. São Leopoldo, Rio Grande do Sul

Doutor em Engenharia de Produção. Universidade do Vale do Rio dos Sinos – UNISINOS. São Leopoldo, Rio Grande do Sul

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