{"id":992,"date":"2022-03-03T14:47:39","date_gmt":"2022-03-03T14:47:39","guid":{"rendered":"http:\/\/percursoseideias.iscet.pt\/?page_id=992"},"modified":"2022-03-06T08:58:38","modified_gmt":"2022-03-06T08:58:38","slug":"pi_2011-12_n03-04_mie2-2","status":"publish","type":"page","link":"https:\/\/percursoseideias.iscet.pt\/index.php\/pi_2011-12_n03-04_mie2-2\/","title":{"rendered":"Volumes 3&4 – 2011\/12 – Marketing, Innovation and Entrepreneurship Issue (MIE2)"},"content":{"rendered":"\n
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\"\"<\/a> \"\"<\/a> Contents<\/a> \"\"<\/a> \"\"<\/a>
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Current issue<\/a><\/p>\n<\/div>\n\n\n\n

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Modelos de Avalia\u00e7\u00e3o da Qualidade do Servi\u00e7o e Satisfa\u00e7\u00e3o do Cliente<\/strong><\/p>\n\n\n\n

Andreia Taveira da Gama1<\/sup><\/p>\n\n\n\n

1<\/sup> ISCET \u2013 High Institute of Business and Tourism Sciences, Porto, Portugal<\/p>\n\n\n\n

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To cite this text:<\/p>\n\n\n\n

Gama, A. T. (2012), Modelos de Avalia\u00e7\u00e3o da Qualidade do Servi\u00e7o e Satisfa\u00e7\u00e3o do Cliente, Percursos & Ideias<\/em>, Vol. 3&4, pp. 13-25.<\/p>\n\n\n\n

View full text PDF<\/a> \"\"<\/a> <\/p>\n\n\n\n

Abstract<\/strong><\/p>\n\n\n\n

In today\u2019s markets, characterized by intense global competition, it becomes increasingly difficult to find differentiation factors that contribute to business success. Given the indifferentiation of products, the service component assumes an increasing importance in achieving customer\u2019s satisfaction and consistent business profitability. This paper presents a literature review on service quality and models for assessing it and the relationship between the quality of service and customer\u2019s satisfaction. At a first stage, it becomes important to find out the most appropriate model to measure service quality. Then, we must assess whether service quality is prior to customer\u2019s satisfaction, and, whether by improving quality of service, the company is contributing to that satisfaction.<\/p>\n\n\n\n

Keywords<\/strong><\/p>\n\n\n\n

Service quality, SERQUAL model, SERVPERF model, Customer\u2019s satisfaction.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

Contents ArchiveCurrent issue Modelos de Avalia\u00e7\u00e3o da Qualidade do Servi\u00e7o e Satisfa\u00e7\u00e3o do Cliente Andreia Taveira da Gama1 1 ISCET \u2013 High Institute of Business and Tourism Sciences, Porto, Portugal To cite this text:...<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-992","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/pages\/992","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/comments?post=992"}],"version-history":[{"count":5,"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/pages\/992\/revisions"}],"predecessor-version":[{"id":1896,"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/pages\/992\/revisions\/1896"}],"wp:attachment":[{"href":"https:\/\/percursoseideias.iscet.pt\/index.php\/wp-json\/wp\/v2\/media?parent=992"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}