Using SERVPERF model to assess service quality: case study in bookstores

Authors

  • LILLYAN THAIS PAES BARRETO ALEXANDRE Universidade Federal de Pernambuco
  • RAÍSSA CORRÊA DE CARVALHO Universidade Federal de Pernambuco
  • Fagner José Coutinho de Melo Universidade de Pernambuco, Campus Salgueiro https://orcid.org/0000-0002-0550-5177
  • DEISE DE ARAÚJO BATISTA Universidade Federal de Pernambuco
  • Denise Dumke de Medeiros Universidade Federal de Pernambuco

Keywords:

Quality in services, SERVPERF, Bookstores, Binary logistic regression.

Abstract

Since 2013, the services sector, together with the trade sector, has had the greatest influence on the Brazilian gross domestic product. This increase in the importance given to services makes it necessary to assess quality in this context. Thus, many tools have been developed for this. In this work, the SERVPERF model was used, in order to measure the quality of the bookstore service in the Metropolitan Region of Recife (RMR). Data on customers' perceptions of the service offered were collected through internet research. A sample of 271 participants was analyzed with respect to various aspects of the service. The results show that the worst aspects are related to the capacity of bookstore employees to understand and satisfy their customers' specific needs. Through a binary logistic regression, it was also possible to identify that improvements in communication between customers and bookstores, in innovation and promotion of reading incentive activities have the greatest chances of resulting in greater customer satisfaction.

Author Biographies

LILLYAN THAIS PAES BARRETO ALEXANDRE, Universidade Federal de Pernambuco

Engenheira de Produção - UFPE

RAÍSSA CORRÊA DE CARVALHO, Universidade Federal de Pernambuco

Doutoranda em Engenharia de Produção - UFPEMestre em Engenharia de Produção - UFPE

Fagner José Coutinho de Melo, Universidade de Pernambuco, Campus Salgueiro

Professor Assistente da Universidade de Pernambuco, Campus Salgueiro.Pesquisador nos grupos PLANASP e MeQuanTD.Mestre e doutor em Engenharia de Produção - UFPE

DEISE DE ARAÚJO BATISTA, Universidade Federal de Pernambuco

Professora Adjunta da Universidade Federal de Pernambuco.Mestre e doutora em Engenharia de Produção - UFPE

Denise Dumke de Medeiros, Universidade Federal de Pernambuco

Professora da Universidade Federal de Pernambuco.Mestre e doutora em Engenharia de Produção - UFPE

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Published

2021-04-21

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Section

Artigos