A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model

• Autores: Wilian Ramalho Feitosa, Sueli Ferreira Colona, Rodrigo dos Santos Kelch
• Localización: Independent Journal of Management & Production, ISSN-e 2236-269X, Vol. 8, Nº. Extra 5, 2017 (Ejemplar dedicado a: Independent Journal of Management & Production (Special Edition)), págs. 641-658
• Idioma: inglés
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• Resumen

  • At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency.