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Marketing de serviços – análise da percepção da qualidade de serviços através da ferramenta SERVQUAL em uma instituição de ensino superior de Santa Catarina
2002
Revista de Ciências da Administração : RCA
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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
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