Quality assessment in lan houses through the adaptation of the servqual instrument

Abstract

This work was conducted with the objective of developing an adapted questionnaire from the SERVQUAL instrument to measure the quality of services provided by Lan Houses. In addition, the use of analysis Quartiles was investigated in prioritizing the items to perform corrective actions to improve the quality of service analysis. For achieve this objectives, an adaptation of the SERVQUAL instrument was developed based on the literature and interviews with managers of Lan Houses, from where information was extracted for its adaptation to the object of study. Once developed, the instrument was used and the managerial implications of its use (in conjunction with the Quartiles Analysis) were discussed with the Lan House’s manager, from where feedback was obtained for the validity of the model developed.

Keywords

• Qualidade em serviços, Análise de Quartis, SERVQUAL, Lan Houses, Modelo de Gap’s.