Marketing de serviços – análise da percepção da qualidade de serviços através da ferramenta SERVQUAL em uma instituição de ensino superior de Santa Catarina

Authors

  • Brígida Dettmer UNIASSELVI - Indaial - SC
  • Ceci Socorro FURB - Blumenau - SC
  • Heitor Takashi Katon PUC - Curitiba - PR

DOI:

https://doi.org/10.5007/%25x

Abstract

In the first part of this article it has been condensed the services marketing concepts since its beginning and the concepts about services quality. In the second chapter we tried to identify the main meaning of services quality and the costumer perception about it showing the difference between services quality and costumer satisfaction. After this it was done an analysis of the costumer hopes and how they feel quality. In the end of this article it has been studied the five quality dimensions computing the results of a SERVQUAL questionnaire that was applied in a college from Santa Catarina.

Author Biographies

Brígida Dettmer, UNIASSELVI - Indaial - SC

Possui graduação em Bacharel Em Ciências da Computação pelo Fundação Universidade Regional de Blumenau (1996) , ensino-fundamental-primeiro-grau pelo Colégio Franciscano Santo Antônio (1984) e ensino-medio-segundo-grau pelo Colégio Franciscano Santo Antônio (1991) . Atualmente é professor titular do Associação Educacional Leonardo da Vinci e Professor do Instituto Catarinense de Pós-Graduação.

Mais informações: Currículo Lattes - CNPq.

Ceci Socorro, FURB - Blumenau - SC

Mestranda em Administração pela FURB.

Heitor Takashi Katon, PUC - Curitiba - PR

Possui graduação em Curso de Graduação Em Administração pela Fundação Getúlio Vargas - SP (1987), mestrado em Administração de Empresas pela Fundação Getúlio Vargas - SP (1990) e doutorado em Administração de Empresas pela Fundação Getúlio Vargas - SP (1998). Atualmente é professor adjunto da Pontifícia Universidade Católica do Paraná, Revisor de artigos para - RAC. Revista de Administração Contemporânea , - Revista Brasileira de Gestão de Negócios (São Paulo) , e - RAE. Revista de Administração de Empresas . Tem experiência na área de Administração, com ênfase em Mercadologia, atuando principalmente nos seguintes temas: estratégia, marketing e econometria.

Mais informações: Currículo Lattes - CNPq.

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Published

2002-01-01

How to Cite

Dettmer, B., Socorro, C., & Katon, H. T. (2002). Marketing de serviços – análise da percepção da qualidade de serviços através da ferramenta SERVQUAL em uma instituição de ensino superior de Santa Catarina. Revista De Ciências Da Administração, 4(8), 60–74. https://doi.org/10.5007/%x

Issue

V. 4, n. 8, jul./dez. de 2002

Section

Articles

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