A proposal of a procedure for evaluating individual´s expectations and perceptions based on SERVQUAL

Author

Silva, B.S. ; Schramm, Fernando ; Costa Morais, Danielle

Author_Institution

Center for Sustainable Dev. of the Semi-Arid, Fed. Univ. of Campina Grande, Sume, Brazil

fYear

2014

fDate

5-8 Oct. 2014

Firstpage

3537

Lastpage

3541

Abstract

This paper presents a procedure for assessing customer´s expectations and perceptions on a service company, based on SERVQUAL. The proposal improves the original SERVQUAL, since it uses a method for constructing the linguistic scale to be used during the assessments. This method allows inferring from individuals themselves the perception that they have about the meaning of the language when it is being used to express opinions in the context in which the SERVQUAL will be applied. In order to illustrate the proposal procedure, an application in Service Company in Brazil is shown.

Keywords

computational linguistics; customer satisfaction; customer services; inference mechanisms; Brazil; SERVQUAL; individual expectation evaluation; individual perception evaluation; linguistic scale construction; service company; service quality; Calibration; Companies; Context; Instruments; Pragmatics; Proposals; Quality of service; Linguistic Modeling; Quality of Service; SERVQUAL;

fLanguage

English

Publisher

ieee

Conference_Titel

Systems, Man and Cybernetics (SMC), 2014 IEEE International Conference on

Conference_Location

San Diego, CA

Type

conf

DOI

10.1109/SMC.2014.6974478

Filename

6974478