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dc.contributor.authorSilva, Marcelo Benetti Correa dapt_BR
dc.contributor.authorPagnussat, Daniel Tregnagopt_BR
dc.contributor.authorBebber, Suélenpt_BR
dc.contributor.authorMilan, Gabriel Sperandiopt_BR
dc.contributor.authorDal Soglio, Alinept_BR
dc.date.accessioned2018-10-30T02:38:25Zpt_BR
dc.date.issued2018pt_BR
dc.identifier.issn1983-9308pt_BR
dc.identifier.urihttp://hdl.handle.net/10183/184181pt_BR
dc.description.abstractThe aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction.en
dc.format.mimetypeapplication/pdfpt_BR
dc.language.isoporpt_BR
dc.relation.ispartofExacta [recurso eletrônico]. São Paulo, SP. Vol. 16, n. 2 (2018), p. 107-117.pt_BR
dc.rightsOpen Accessen
dc.subjectService qualityen
dc.subjectConstrução civilpt_BR
dc.subjectService quality dimensionsen
dc.subjectQualidade de serviçospt_BR
dc.subjectLaboratório de tecnologiapt_BR
dc.subjectSERVQUAL scaleen
dc.subjectCivil constructionen
dc.subjectTechnology laboratoryen
dc.titleA study about the quality of the services provided by a technology laboratorypt_BR
dc.typeArtigo de periódicopt_BR
dc.identifier.nrb001079115pt_BR
dc.type.originNacionalpt_BR


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