This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

I Sverige finns idag ett stort utbud av konferensanläggningar och de flesta drivs av de stora hotellkedjorna, och i och med att marknaden är konkurrensutsatt är det viktigare än någonsin att differentiera sig. För att kunna göra detta och skapa ett mervärde måste konferensanläggningarna förstå kundens förväntningar för att kunna skapa ett så attraktivt tjänstekoncept som möjligt. Detta betyder att det är av vikt för konferensanläggningar att förstå kundens förväntningar på konferensupplevelsen för att skapa ett tjänsteerbjudande som tilltalar både beslutsfattare och konferensdeltagare. Efter en genomgång av litteraturen kring förväntningar på tjänstekontexter har uppsatsförfattarna kommit fram till att det finns begränsad kunskap kring hur ett företag kan utveckla och arbeta med konferenser utifrån deras förväntningar på tjänsteerbjudandet. Studien har för avsikt att besvara problemformuleringen: ”Vilka är kundens viktigaste förväntningar på konferenser och vad påverkar beslutsfattarnas val av konferensanläggning?” För att besvara frågeställningen har fyra stycken syften skapats: 1). Redogöra vad som påverkar beslutsfattarnas val av konferensanläggning. 2). Identifiera och analysera konferensdeltagares förväntningar på konferensupplevelser samt identifiera vilka faktorer som är viktigast för konferensdeltagare i deras förväntningar på en konferens. 3). Skapa en generell modell som utgår från att kategorisera förväntningar i en servicekontext samt en specialiserad modell som kan användas för att redogöra konferensdeltagares förväntningar på konferenser i Umeå. 4). Att empiriskt undersöka om det finns en diskrepans mellan konferensdeltagarnas förväntningar och vad de tycker är viktigt i en konferensupplevelse. För att besvara studiens problemformulering och syften har en kvalitativ förstudie och en kvantitativ enkätundersökning genomförts. Studiens empiriska data har sedan analyserats med hjälp av den teoretiska referensramen med befintliga teorier som utgångspunkt. De slutsatser som genererades var att konferensanläggningar kan använda den specialiserade modellen med kategoriserade hygien- och motivationsfaktorer för att utveckla sina tjänsteerbjudanden. Däribland finns även ett antal faktorer som definieras som både hygien- och motivationsfaktorer, vilka skildras som några av de viktigaste faktorerna med hänsyn till dess mervärdesskapande egenskaper. Vidare finns olika faktorer i konferensupplevelsen som påverkar kundens normativa förväntningar; ljusa fina lokaler, bra luftkvalitet, pris, tillgång till mat, sociala aktiviteter och gruppövningar, god service, närliggande boende, fungerande logistik, lokal med kapacitet för många personer, och slutligen kompetent och erfaren personal med vara att hantera evenemang. Vidare påverkar information från olika källor beslutsfattarnas förväntningar; word of mouth kommunikation, extern kommunikation, tidigare erfarenheter samt beslutsfattarens egen behovsanalys. Uppsatsförfattarna ser att det finns skillnader mellan kundernas förväntningar och vad de värderar i en konferens. Det finns två faktorer där skillnaden är mest väsentlig och dessa är modern utrustning samt personalen lyssnar på kundens behov.

La presente investigación tiene como objetivo medir las percepciones y expectativas de los clientes, para establecer brechas entre ambas variables y proponer mejoras, para lo cual se realizó una investigación con enfoque cuantitativo, tipo descriptiva y diseño no experimental, propositivo, que utilizó como técnica la encuesta y aplicó dos cuestionarios en una muestra de 323 clientes de la empresa. Los resultados hallados confirman la hipótesis de trabajo determinando que existen diferencias entre las percepciones y expectativas de los clientes de la empresa en estudio respecto a la calidad de servicio, siendo el resultado de las medias de las brechas bajo oscilando el nivel entre desacuerdo e indiferente, siendo las dimensiones puntaje negativo tangibilidad y fiabilidad, por lo que se proponen mejoras para superar las debilidades que se presentan en los atributos de las mismas. / Tesis

The diploma thesis deals with the essential factors, which influence the satisfaction of the customers using services of the information centres. The main goal of the thesis is to identify these factors by means of primary research. The primary research is focused on both the domestic and the foreign visitors and reveals the demands, which determine the quality of services of information centres. Furthermore, the quality of the services, which were really provided to the customers by information centres, is evaluated within the thesis. The examined information centres are located in the Středočeský region including Prague, Liberec region and Pardubice region. For the identification of the quality of the services the model SEVQUAL was used. The outcomes of the research inform about the current situation regarding the quality of the services of the information centres. Finally, the recommendations to enhance the quality of information centres are formulated on the basis of primary research results.

The aim of diploma thesis is evaluation of quality of accommodation services, comparison evaluating methods and suggesting optimum evaluating model. The quality of accommodation services is assessed by hotel guests. They evaluated expectations and satisfaction with provided services. For evaluation of quality are used three methods: SERVQUAL, SERVPERF and IPA. For SERVQUAL and SERVPERF are used data from questionnaire survey. For IPA are used the both primary and secondary research.

The thesis deals with the most important factors of service quality of selected ski centers which have an impact on customer satisfaction. The main objective is to evaluate the quality of the ski resorts of objective and subjective point of view. The prprimary research is to determine the fundamental factors of service quality. Furthermore, this work deals with an evaluation of actually provided services of selected resorts. The SERVQUAL model was used for this evaluation. The results of this work provide information about perceived service quality of the ski centres. In the conclusion there are recommendations for improving the current quality.

Bibliographical Identification: Author`s first name and surname: Mgr. Jan Šíma Title of the doctoral thesis: Quality of sport services in Prague fitness centers from the customer perspective Department: Department of Sport Management Supervisor: doc. Ing. Eva Čáslavová, CSc. The year of presentation: 2015 Abstract: The thesis is aimed at the problems of sport service validation in the area of fitness. A review of the most used methods for sport service validation was completed. We focused on measurement according to subjective criteria, where the service quality is evaluated by the customers themselves. A practical part is dealt with using cross-cultural validation of the SERVQUAL method (PARASURAMAN, ZEITHAML, BERRY, 1988), originally validated for American customers. Our questionnaire was translated by modified direct translation and, in terms of pilot standardization, was tested on a sample of 46 participants from two fitness centres. A modified Czech version of SERVQUAL questionnaires was the main tool of our data collecting during the market research in six fitness centres chosen randomly with a sum of 697 participants. The main target of the research was to obtain Prague customers' opinions of each single feature of the quality of service. After finishing the market research, by means of SEM -...

Submitted by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-06-19T15:27:28Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Carla Medeiros.pdf: 1532703 bytes, checksum: d2c59c4b30b1d2a1dc8959f8a71c6474 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-06-19T15:27:42Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Carla Medeiros.pdf: 1532703 bytes, checksum: d2c59c4b30b1d2a1dc8959f8a71c6474 (MD5) / Approved for entry into archive by Divisão de Documentação/BC Biblioteca Central (ddbc@ufam.edu.br) on 2017-06-19T15:28:05Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Carla Medeiros.pdf: 1532703 bytes, checksum: d2c59c4b30b1d2a1dc8959f8a71c6474 (MD5) / Made available in DSpace on 2017-06-19T15:28:05Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação - Carla Medeiros.pdf: 1532703 bytes, checksum: d2c59c4b30b1d2a1dc8959f8a71c6474 (MD5) Previous issue date: 2017-01-18 / The purpose of this dissertation was to present instruments for quality improvement in higher education institutions, through the presentation of two articles using two forms of quality measurement in higher education, external and internal. The first article entitled "Proposing a Management Model of Excellence based on Ranking of Universities" uses external quality evaluation instruments that are the University Rankings and the second article called "SERVQUAL: A study about the perception of quality in a University Federal Brazilian "uses an internal quality assessment tool by capturing the expectations and perceptions of the main clients of the universities, the students. The first article aims to propose a management model of excellence, based on the analysis of University Rankings, through bibliographic research. As a result of this work it was possible to propose a management model, in which University Rankings are used as performance indicators. The second article aims to evaluate the quality of the services provided by the Faculty of Technology of the Federal University of Amazonas - Ufam, by analyzing the expectations and perceptions of the clients (students), as well as proposing possible improvements in the provision of services. The SERVQUAL analysis tool, adapted to higher education institutions, has seven dimensions of quality: tangibility, reliability, competence, receptivity, clarity, autonomy and accessibility. From the application of questionnaires based on the SERVQUAL tool, it was possible to identify the expectations and perceptions of the clients (students), to verify the dimensions of greater and lesser relevance, to highlight the strengths and weaknesses in the service rendering and to propose improvements. / A referida dissertação teve por objetivo geral apresentar instrumentos para melhoria da qualidade em instituições de ensino superior, por meio da apresentaçãodois artigos utilizando as duas formas de medição de qualidade no ensino superior, externa e interna. O primeiro artigo intitulado “Proposição de um Modelo de Gestão de Excelência baseados nos Ranking de Universidades” utiliza instrumentos externos de avaliação de qualidade que são os Rankings de Universidades e o segundo artigo denominado “SERVQUAL: Um estudo acerca da percepção da qualidade em uma Universidade Federal Brasileira”utiliza um instrumento de avaliação da qualidade interna ao capturar as expectativas e percepções dos principais clientes das universidades, os alunos. O primeiro artigo objetiva propor um modelo de gestão da excelência, baseado na análise de Rankings de Universidades, através de pesquisa de caráter bibliográfico. Como resultado deste trabalho foi possível propor um modelo de gestão, no qual os Rankings das Universidades são utilizados como indicadores de desempenho. O segundo artigo objetiva avaliar a qualidade dos serviços prestados pela Faculdade de Tecnologia da Universidade Federal do Amazonas - Ufam, por meio da análise das expectativas e percepções dos clientes (discentes), bem como propor possíveis melhorias no fornecimento de serviços. Para tanto, foi utilizada a ferramenta de análise SERVQUAL, adaptada a Instituições de ensino superior, que possui sete dimensões de qualidade: tangibilidade, confiabilidade, competência, receptividade, clareza, autonomia e acessibilidade. A partir da aplicação de questionários com base na ferramenta SERVQUAL foi possível identificar as expectativas e percepções dos clientes (discentes), verificar as dimensões de maior e menor relevância, evidenciar os pontos fortes e fracos na prestação de serviços e propor melhorias.

Made available in DSpace on 2014-06-12T17:43:03Z (GMT). No. of bitstreams: 2 arquivo9621_1.pdf: 3021069 bytes, checksum: e7afc5bbe8e382c38acc8f3114567f95 (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2012 / A quantidade de empresas inseridas no setor de serviços tem tido um progressivo aumento nos últimos anos. Ao mesmo tempo, os clientes estão cada vez mais exigentes com a qualidade oferecida pelos mais variados tipos de serviços encontrados no mercado. A satisfação do cliente é fundamental para o sucesso destas organizações, e por esta razão, a adoção de técnicas específicas para a avaliação qualidade em serviços se faz necessária. Assim, o SERVQUAL e o QFD são dois métodos distintos aplicados para avaliação da qualidade, porém ambos são focados no cliente. O Foco no cliente diz respeito a oferecer produtos e serviços com o intuito de satisfazer o cliente. Já o Foco do Cliente é uma abordagem que visa capturar do cliente informações que muitas vezes não estão facilmente acessíveis às empresas, pois nem sempre o cliente tem o conhecimento de tudo o que ele realmente espera do serviço. Diante disso, esta dissertação teve como objetivo propor um modelo de integração dos métodos SERVQUAL e QFD com a abordagem do Foco do Cliente para empresas de serviços de fitness. O instrumento de pesquisa adotado para a coleta de dados consiste numa adaptação do modelo clássico SERVQUAL para avaliação das expectativas e das percepções dos clientes com um serviço, incrementado pelo modelo QUESC, que consiste num instrumento aplicado especificamente para avaliação da qualidade em serviços de fitness, a fim de obter uma abordagem mais completa e direcionada. O número de pessoas para compor a amostra foi identificado por meio de um procedimento estatístico. A pesquisa foi realizada com 60 pessoas de ambos os sexos, diferentes faixas-etárias e com diferentes objetivos. Com a aplicação do modelo constatou-se que o SERVQUAL é insuficiente para avaliar a satisfação do cliente, visto que os itens cujas pontuações apontaram os maiores gaps (lacunas entre expectativas e percepções do serviço oferecido) são a maioria proveniente do modelo QUESC. Entretanto, o modelo proposto obteve informações fundamentais para a tomada de decisão da gerência principalmente quanto às especificações a serem incluídas no projeto do serviço para garantir uma maior satisfação dos seus clientes