As dimensões da escala servqual na qualidade percebida por clientes de postos de combustível: um estudo em Teresina-PI

Flávia Lorenne Sampaio Barbosa; Alexandre Rabelo Neto; Roseilda Nunes Moreira; Fabiana Pinto de Almeida Bizarria

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As dimensões da escala servqual na qualidade percebida por clientes de postos de combustível: um estudo em Teresina-PI

Flávia Lorenne Sampaio Barbosa, Alexandre Rabelo Neto, Roseilda Nunes Moreira, Fabiana Pinto de Almeida Bizarria

Resumo

O estudo objetivou analisar a qualidade percebida pelos clientes de um posto de combustível na cidade de Teresina/PI, por meio da mensuração da qualidade dos serviços oferecidos. Para tanto, realizou-se um survey com 121 clientes do posto “no momento do encontro do serviço”, utilizando intrumento de coleta de dados construído a partir das cinco dimensões da escala Service Quality Gap Analysis (Servqual). Para analisar os resultados utilizou-se da estatística descritiva e análise fatorial confirmatória. Os resultados expressaram os fatores determinantes da qualidade percebida na visão dos clientes, evidenciando a participação dos colaboradores em todos os fatores extraídos na análise, enfatizando relevância do fator humano no contexto de análise.

Palavras-chave

Qualidade percebida; Servqual; Posto de combustível

Texto completo:

DOI: 10.5935/2177-4153.20160024

Direitos autorais 2016 Revista Capital Científico - Eletrônica (RCCҽ) - ISSN 2177-4153

Revista Capital Científico – Eletrônica (RCCe) Rua: Padre Salvador, 875 – Bairro Santa Cruz CEP: 85015-430 Guarapuava-Paraná-Brasil Campus Santa Cruz – Editora UNICENTRO ISSN 2177-4153 (Online)

This work is licensed under a Creative Commons Attribution 3.0 Unported License.

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As dimensões da escala servqual na qualidade percebida por clientes de postos de combustível: um estudo em Teresina-PI

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