Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
612-822-4611

  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
SERVQUAL method

SERVQUAL method

L. N. Da S. Correia, Vanessa
Goncalves Vasconcelos Sampaio, Priscila
Horacio de Franca, Gilberto

Paperback

Management

ISBN10: 6206776093
ISBN13: 9786206776093
Publisher: Our Knowledge Publishing
Published: Apr 28 2025
Pages: 56
Weight: 0.19
Height: 0.13 Width: 6.00 Depth: 9.00
Language: English
With the advent of globalization, consumers have become increasingly demanding. Thus, companies that want to remain in the market must seek to satisfy their customers' needs by providing them with quality goods and services. As this is a subjective and personal issue, the quality of a service is very difficult to measure. The SERVQUAL tool is one of the main ways to obtain a reliable result, as it allows the analysis of the disparity between consumer expectations and perceptions in terms of tangibility, reliability, responsiveness, assurance, and empathy. This study aims to evaluate the quality of service provided at a university restaurant in the city of Mossoró, Rio Grande do Norte, from the perspective of users, using the SERVQUAL tool. Thus, an exploratory approach to the problem was used based on a case study, in which data were collected through qualitative and quantitative research. The results revealed that the satisfaction of restaurant users is negative to intermediate.

Also from

L. N. Da S. Correia, Vanessa

View All

Also in

Management

View All