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
Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
Institución
Universidad Nacional de Misiones
OAI Identificador
oai:rid.unam.edu.ar:20.500.12219/4849

id RIDUNaM_b122cb9a3fd96954e4a763e3ccead710
oai_identifier_str oai:rid.unam.edu.ar:20.500.12219/4849
network_acronym_str RIDUNaM
repository_id_str
network_name_str Repositorio Institucional Digital de la Universidad Nacional de Misiones (UNaM)
spelling 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)
collection 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
repository.mail.fl_str_mv
_version_ 1844623287533961216
score 12.559606