A study about the quality of the services provided by a technology laboratory

Abstract

The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction.