An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode

Fil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.

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Autores principales: Stefano, N., Guidek, Roberto César, Pellegrin Ansuj, A., Pentiado Godoy, L.
Formato: Artículo publishedVersion
Lenguaje:Inglés
Publicado: Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración 2021
Materias:
Expectation
Perceptions
Services quality
Acceso en línea:https://hdl.handle.net/20.500.12219/4849
Aporte de:
Repositorio Institucional Digital de la UNaM (RIDUNAM) de Universidad Nacional de Misiones
id I77-R195-20.500.12219-4849
record_format dspace
spelling I77-R195-20.500.12219-48492024-03-22T14:26:06Z An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode Stefano, N. Guidek, Roberto César Pellegrin Ansuj, A. Pentiado Godoy, L. Expectation Perceptions Services quality 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. 2021-11-17 info:eu-repo/semantics/article info:ar-repo/semantics/artículo info:eu-repo/semantics/publishedVersion https://hdl.handle.net/20.500.12219/4849 eng info:eu-repo/semantics/altIdentifier/urn/https://visiondefuturo.fce.unam.edu.ar/index.php/visiondefuturo/article/view/643/554 info:eu-repo/semantics/openAccess application/pdf application/pdf 176 KB Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
institution Universidad Nacional de Misiones
institution_str I-77
repository_str R-195
collection Repositorio Institucional Digital de la UNaM (RIDUNAM)
language Inglés
topic Expectation
Perceptions
Services quality
spellingShingle Expectation
Perceptions
Services quality
Stefano, N.
Guidek, Roberto César
Pellegrin Ansuj, A.
Pentiado Godoy, L.
An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode
topic_facet Expectation
Perceptions
Services quality
description Fil: Stefano, N. Universidade Federal de Santa Maria. Programa de Pós-Graduação em Engenharia de Produção; Brasil.
format Artículo
Artículo
publishedVersion
author Stefano, N.
Guidek, Roberto César
Pellegrin Ansuj, A.
Pentiado Godoy, L.
author_facet Stefano, N.
Guidek, Roberto César
Pellegrin Ansuj, A.
Pentiado Godoy, L.
author_sort Stefano, N.
title An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode
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 evaluation of the quality of services provided in leader training centers using the servqual scale and the 5 gaps mode
publisher Universidad Nacional de Misiones. Facultad de Ciencias Económicas. Programa de Posgrado en Administración
publishDate 2021
url https://hdl.handle.net/20.500.12219/4849
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