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

LILLYAN THAIS PAES BARRETO ALEXANDRE, RAÍSSA CORRÊA DE CARVALHO, Fagner José Coutinho de Melo, DEISE DE ARAÚJO BATISTA, Denise Dumke de Medeiros

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.

Keywords


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

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