An Application of SERVQUAL Model in Termas of Chaves

María Cruz del Río Rama (), José Álvarez García (), Carlos Rueda-Armengot () and José Luís Coca Pérez ()
Additional contact information
María Cruz del Río Rama: University of Vigo
José Álvarez García: University of Extremadura
Carlos Rueda-Armengot: Universitat Politècnica de València
José Luís Coca Pérez: University of Extremadura

Chapter Chapter 3 in Action-Based Quality Management, 2014, pp 27-41 from Springer

Abstract: Abstract The perceived quality of service of users is a necessary concept to be taken into account by the managers of the Termas, due to its capability to guide them on how to improve the service they provide. To make this concept operational, perceived quality is analyzed by applying the SERVQUAL model. The objective of this chapter is to evaluate the service provision model in the Termas of Chaves (Portugal), in order to guide managers on the development of improvements to the present model, considering the weaknesses found. The results show good internal and external validity of the measurement scale, while having high reliability, becoming a tool capable of evaluating the perceived quality of service provided by the Termas de Chaves. In general, users rate the service received in terms of quality with 6.57, on a 7-point Likert scale, detecting safety and empathy as areas to be improved.

Keywords: Quality Service; Customer Satisfaction; Thermal Bath; Prior Expectation; Quality Service Dimension (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-06453-6_3

Ordering information: This item can be ordered from
http://www.springer.com/9783319064536

DOI: 10.1007/978-3-319-06453-6_3

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().