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- W2560229784 abstract "O estudo objetivou analisar a qualidade percebida pelos clientes de um posto de combustível na cidade de Teresina/PI, por meio da mensuração da qualidade dos serviços oferecidos. Para tanto, realizou-se um survey com 121 clientes do posto “no momento do encontro do serviço”, utilizando intrumento de coleta de dados construído a partir das cinco dimensões da escala Service Quality Gap Analysis ( Servqual ). Para analisar os resultados utilizou-se da estatística descritiva e análise fatorial confirmatória. Os resultados expressaram os fatores determinantes da qualidade percebida na visão dos clientes, evidenciando a participação dos colaboradores em todos os fatores extraídos na análise, enfatizando relevância do fator humano no contexto de análise." @default.
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- W2560229784 date "2016-01-01" @default.
- W2560229784 modified "2023-10-17" @default.
- W2560229784 title "The dimensions of the servqual scale on quality perceived by customers of gas stations: a study in Teresina-PI" @default.
- W2560229784 doi "https://doi.org/10.5935/2177-4153.20160024" @default.
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