An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode
- Autores
- Stefano, N.; Guidek, Roberto César; Pellegrin Ansuj, A.; Pentiado Godoy, L.
- Año de publicación
- 2021
- Idioma
- inglés
- Tipo de recurso
- artículo
- Estado
- versión publicada
- Descripción
- Fil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.
Fil: Guidek, Roberto César. Universidad Nacional de Misiones. Facultad de Ciencias Económicas; Argentina.
Fil: Pellegrin Ansuj, A. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.
Fil: Pentiado Godoy, L. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.
The present work has as objective to evaluate the quality of the services provided, in two leader training centers (LTCs) in Santa María city - RS-Brazil, centering the research in the identification of the attributes and in the dimensions of the quality to evaluate if they overcome or they do not overcome the expectations of the clients and likewise the management of said centers. For the gathering of the data an adapted questionnaire of the SERVQUAL model was elaborated, using five dimensions of the quality in services. The research was developed through the multi case methodological approach. The data were processed with the software Statistica 7.0. Excel and Sphinx Lesxica. The conclusions show that in general these enterprises present satisfactory results in relationship to the clients' and enterprise managers' satisfaction, but quality should not be confused with the satisfaction as some aspects were classified with unacceptable quality. - Materia
-
Expectation
Perceptions
Services quality - Nivel de accesibilidad
- acceso abierto
- Condiciones de uso
- Atribución-NoComercial-CompartirIgual 4.0 Internacional
- Repositorio
- Institución
- Universidad Nacional de Misiones
- OAI Identificador
- oai:rid.unam.edu.ar:20.500.12219/4849
Ver los metadatos del registro completo
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An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS modeStefano, N.Guidek, Roberto CésarPellegrin Ansuj, A.Pentiado Godoy, L.ExpectationPerceptionsServices qualityFil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.Fil: Guidek, Roberto César. Universidad Nacional de Misiones. Facultad de Ciencias Económicas; Argentina.Fil: Pellegrin Ansuj, A. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.Fil: Pentiado Godoy, L. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.The present work has as objective to evaluate the quality of the services provided, in two leader training centers (LTCs) in Santa María city - RS-Brazil, centering the research in the identification of the attributes and in the dimensions of the quality to evaluate if they overcome or they do not overcome the expectations of the clients and likewise the management of said centers. For the gathering of the data an adapted questionnaire of the SERVQUAL model was elaborated, using five dimensions of the quality in services. The research was developed through the multi case methodological approach. The data were processed with the software Statistica 7.0. Excel and Sphinx Lesxica. The conclusions show that in general these enterprises present satisfactory results in relationship to the clients' and enterprise managers' satisfaction, but quality should not be confused with the satisfaction as some aspects were classified with unacceptable quality.Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración2021-11-17info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/resource_type/c_6501info:ar-repo/semantics/articuloapplication/pdfapplication/pdf176 KBhttps://hdl.handle.net/20.500.12219/4849enginfo:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/643/554info:eu-repo/semantics/openAccessAtribución-NoComercial-CompartirIgual 4.0 Internacionalhttp://creativecommons.org/licenses/by-nc-sa/4.0/reponame:Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)instname:Universidad Nacional de Misiones2025-09-29T15:02:28Zoai:rid.unam.edu.ar:20.500.12219/4849instacron:UNAMInstitucionalhttps://rid.unam.edu.ar/Universidad públicahttps://www.unam.edu.ar/https://rid.unam.edu.ar/oai/rsnrdArgentinaopendoar:2025-09-29 15:02:28.829Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) - Universidad Nacional de Misionesfalse |
dc.title.none.fl_str_mv |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
title |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
spellingShingle |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode Stefano, N. Expectation Perceptions Services quality |
title_short |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
title_full |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
title_fullStr |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
title_full_unstemmed |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
title_sort |
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode |
dc.creator.none.fl_str_mv |
Stefano, N. Guidek, Roberto César Pellegrin Ansuj, A. Pentiado Godoy, L. |
author |
Stefano, N. |
author_facet |
Stefano, N. Guidek, Roberto César Pellegrin Ansuj, A. Pentiado Godoy, L. |
author_role |
author |
author2 |
Guidek, Roberto César Pellegrin Ansuj, A. Pentiado Godoy, L. |
author2_role |
author author author |
dc.subject.none.fl_str_mv |
Expectation Perceptions Services quality |
topic |
Expectation Perceptions Services quality |
dc.description.none.fl_txt_mv |
Fil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil. Fil: Guidek, Roberto César. Universidad Nacional de Misiones. Facultad de Ciencias Económicas; Argentina. Fil: Pellegrin Ansuj, A. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil. Fil: Pentiado Godoy, L. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil. The present work has as objective to evaluate the quality of the services provided, in two leader training centers (LTCs) in Santa María city - RS-Brazil, centering the research in the identification of the attributes and in the dimensions of the quality to evaluate if they overcome or they do not overcome the expectations of the clients and likewise the management of said centers. For the gathering of the data an adapted questionnaire of the SERVQUAL model was elaborated, using five dimensions of the quality in services. The research was developed through the multi case methodological approach. The data were processed with the software Statistica 7.0. Excel and Sphinx Lesxica. The conclusions show that in general these enterprises present satisfactory results in relationship to the clients' and enterprise managers' satisfaction, but quality should not be confused with the satisfaction as some aspects were classified with unacceptable quality. |
description |
Fil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-11-17 |
dc.type.none.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion http://purl.org/coar/resource_type/c_6501 info:ar-repo/semantics/articulo |
format |
article |
status_str |
publishedVersion |
dc.identifier.none.fl_str_mv |
https://hdl.handle.net/20.500.12219/4849 |
url |
https://hdl.handle.net/20.500.12219/4849 |
dc.language.none.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
info:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/643/554 |
dc.rights.none.fl_str_mv |
info:eu-repo/semantics/openAccess Atribución-NoComercial-CompartirIgual 4.0 Internacional http://creativecommons.org/licenses/by-nc-sa/4.0/ |
eu_rights_str_mv |
openAccess |
rights_invalid_str_mv |
Atribución-NoComercial-CompartirIgual 4.0 Internacional http://creativecommons.org/licenses/by-nc-sa/4.0/ |
dc.format.none.fl_str_mv |
application/pdf application/pdf 176 KB |
dc.publisher.none.fl_str_mv |
Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración |
publisher.none.fl_str_mv |
Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración |
dc.source.none.fl_str_mv |
reponame:Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) instname:Universidad Nacional de Misiones |
reponame_str |
Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) |
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Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) |
instname_str |
Universidad Nacional de Misiones |
repository.name.fl_str_mv |
Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM) - Universidad Nacional de Misiones |
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