Análise e avaliação da qualidade de serviços internos com foco na manutenção de utilidades em uma empresa de manufatura
Internal service quality analysis and assessment focusing on the maintenance of utilities in a manufacturing company
Calarge, Felipe Araújo; Fujii, Carlos Alberto Mitsuo; Santana, José Carlos Curvelo; Silva, Ivan Luiz Laranjeiras; Miguel, Paulo Augusto Cauchick
http://dx.doi.org/10.1590/0103-6513.118013
Production, vol.26, n4, p.724-741, 2016
Resumo
A gestão da qualidade em serviços tem sido um tema frequentemente abordado como fator de diferenciação para as organizações nos dias atuais. Aliado a esse fato, os serviços de manutenção de utilidades são fundamentais para o funcionamento e desempenho adequado da infraestrutura das empresas. Nesse contexto, este artigo tem como objetivo caracterizar, mensurar e analisar a percepção da qualidade dos usuários de serviços internos de manutenção de utilidades em uma empresa de manufatura, líder em seu mercado de atuação. Por meio da elaboração de um questionário estruturado considerando o método SERVQUAL, foram coletados dados de forma não probabilística junto aos usuários. Para os dados coletados foi utilizada a análise com base no alfa de Cronbach, bem como o teste-t, buscando-se verificar a consistência e confiabilidade do instrumento. Os resultados indicaram diferenças entre expectativa e percepção dos usuários na maioria dos fatores analisados, sendo tais gaps discutidos no presente trabalho.
Palavras-chave
Qualidade em serviços, Serviços internos, SERVQUAL, Manutenção
Abstract
Service quality management is currently a subject that companies frequently consider as a differentiated factor. Maintenance services are essential to the suitable operation and performance of the internal services maintenance of a manufacturing company that is a market leader. Non-probabilistic data were collected from service users with an instrument based on the SERVQUAL scale. Cronbach alpha and t-test were used to verify the consistency and reliability of the instrument. The results highlighted differences between the performance and expectations of users regarding the most analyzed factors; discrepancies are subsequently discussed in the paper.
Keywords
Service quality, Internal services, SERVQUAL, Maintenance
References
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Ganjinia, H., Taleghani, M., & Sadatmahaleh, M. D. (2013). The evaluation of e-banking services quality with using SERVQUAL scale and its impact on customer’s satisfaction (Case study: the branches of Saderat Bank in Guilan Province). Arabian Journal of Business and Management Review, 3(4), 86-90.
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Altuntas, S., & Yener, E. (2012). An approach based on TRIZ methodology and SERVQUA scale to improve the quality of health-care service: a case study. Ege Academic Review, 12(1), 97-106.
Andi Smart, P., Maull, R. S., Radnor, Z. J., & Housel, T. J. (2003). An approach for identifying value in business processes. Journal of Knowledge Management, 7(4), 49-61. http://dx.doi.org/10.1108/13673270310492949.
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Bowen, D. E., & Lawler, E. E. (1995). Empowering service employees. Sloan Management Review, 36(4), 73-84.
Brooks, R. F., Lings, I. N., & Botschen, M. A. (1999). Internal marketing and customer driven wavefronts. Service Industries Journal, 19(4), 49-67. http://dx.doi.org/10.1080/02642069900000044.
Buttle, F. (1995). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32. http://dx.doi.org/10.1108/03090569610105762.
Caminada Netto, A., & Kaminski, P. C. (2011). Proposal of a new method for effectiveness evaluation in the product design and development process. Produção, 21(3), 367-378.
Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2007). The validity of the SERVQUAL and SERVPERF scales: a meta-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472-490. http://dx.doi.org/10.1108/09564230710826250.
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Corrêa, H. L., & Corrêa, C. A. (2004). Administração da produção e operações: manufatura e serviços. Uma abordagem estratégica. São Paulo: Atlas.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56(3), 55-68. http://dx.doi.org/10.2307/1252296.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 131-169. http://dx.doi.org/10.1016/S0022-4359(00)00029-4.
Deming, W. E. (1986). Out of the crisis. Cambridge: Center for Advanced Engineering Study, Massachusetts Institute of Technology. 510 p.
Evans, J. R., & Berman, B. (2001). Conceptualizing and operationalizing the business-to-business value chain. Industrial Marketing Management, 30(2), 135-148. http://dx.doi.org/10.1016/S0019-8501(00)00139-5.
Feigenbaum, A. V. (1986). Total quality control (3. ed). New York: McGraw-Hill.
Flanagan, J. C. (1954). The critical incident technique. Psychological Bulletin, 51(4), 327-358. http://dx.doi.org/10.1037/h0061470. PMid:13177800.
Foropon, C., Seiple, R., & Kerbache, R. (2013). Using Servqual to examine service quality in the classroom: analyses of undergraduate and executive education operations management courses. International Journal of Business and Management, 8(20), 105-116. http://dx.doi.org/10.5539/ijbm.v8n20p105.
Franco, M., & Bourne, M. (2003). Factors that play a role in “managing through measures”. Management Decision, 41(8), 698-710. http://dx.doi.org/10.1108/00251740310496215.
Galloway, R. L., & White, G. (1989). The internal information systems function as a service operation. International Journal of Operations & Production Management, 9(4), 19-27. http://dx.doi.org/10.1108/EUM0000000001234.
Ganjinia, H., Taleghani, M., & Sadatmahaleh, M. D. (2013). The evaluation of e-banking services quality with using SERVQUAL scale and its impact on customer’s satisfaction (Case study: the branches of Saderat Bank in Guilan Province). Arabian Journal of Business and Management Review, 3(4), 86-90.
George, W. R. (1990). Internal marketing and organizational behavior: a partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1), 63-70. http://dx.doi.org/10.1016/0148-2963(90)90043-D.
Gianesi, I. G. N., & Corrêa, H. L. C. (1996). Administração estratégica de serviços: operações para satisfação do cliente. São Paulo: Atlas.
Gremler, D. D., Jo Bitner, M., & Evans, K. R. (1994). The internal service encounter. International Journal of Service Industry Management, 5(2), 34-56. http://dx.doi.org/10.1108/09564239410057672.
Gronroos, C. (1995). Marketing, gerenciamento e serviços: a competição por serviços na hora da verdade. Rio de Janeiro: Campus.
Hair Junior, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2006). Multivariate data analysis (6. ed.). New Jersey: Prentice Hall.
Hart, C. W. (1995). The power of internal guarantees. Harvard Business Review, 73(1), 64-73.
Heskett, J. L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126.
Heskett, J. L. (1986). Managing in the service economy. Boston: Harvard Business School Press.
Heskett, J. L., Janes, T. O., Loverman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting a service profit chain to work. Harvard Business Review, 72(2), 164-174.
Heskett, J. L., Sasse, W. E., & Schlesinger, L. A. (2003). The value profit chain. New York: The Free Press.
Jebrin, A. H. (2011). The relationship between knowledge organizational dimensions and informational technology tools in knowledge operation management. International Journal of Business and Management, 6(9), 234-243. http://dx.doi.org/10.5539/ijbm.v6n9p234.
Johnston, R. (2008). Internal service: barriers, flows and assessment. International Journal of Service Industry Management, 19(2), 210-231. http://dx.doi.org/10.1108/09564230810869748.
Laddha, A., Ayyub, A., & Gidwani, G. D. (2012). Conflict management practices in pharmaceutical industry. International Journal of Management Research and Review, 2(1), 164-170.
Large, R. O., & König, T. (2009). A gap model of purchasing’s internal service quality: concept, case study and internal survey. Journal of Purchasing and Supply Management, 15(1), 24-32. http://dx.doi.org/10.1016/j.pursup.2008.10.001.
Levine, D. M., Stephan, D. F., Krehbiel, T. C., & Bereson, M. L. (2008). Estatística: teoria e aplicações (5. ed.). Rio de Janeiro: LTC.
Lovelock, C., & Wright, L. (2001). Serviços: marketing e gestão. São Paulo: Saraiva.
Maleyeff, J. (2006). Exploration of internal service systems using lean principles. Management Decision, 44(5), 674-689. http://dx.doi.org/10.1108/00251740610668914.
Malhotra, N. K. (1996). Marketing research: an applied orientation. New Jersey: Prentice Hall.
Marshall, G. W., Baker, J., & Finn, D. W. (1998). Exploring internal customer service quality. Journal of Business and Industrial Marketing, 13(4-5), 381-392. http://dx.doi.org/10.1108/08858629810226681.
Mehrany, S. B., Farahani, A., & Keshavarz, L. (2012). Studying and analyzing the national olympic and paralympics academy’s service quality based on SERVQUAL model. International Journal of Academic Research in Business and Social Sciences, 2(9), 158-166.
Miguel, P. A. C., & Salomi, G. E. (2004). Uma revisão dos modelos para medição da qualidade em serviços. Produção, 14(1), 12-30.
Muhlemann, A., Oakland, J., & Lockyer, K. (1992). Production and operations management (6. ed.). London: Pitman.
Oke, A., Burke, G., & Myers, A. (2007). Innovation types and performance in growing UK SMEs. International Journal of Operations & Production Management, 27(7), 735-753. http://dx.doi.org/10.1108/01443570710756974.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. http://dx.doi.org/10.2307/3150499.
Pantouvakis, A. (2010). The relative importance of service features in explaining customer satisfaction: a comparison of measurement models. Managing Service Quality, 20(4), 366-387. http://dx.doi.org/10.1108/09604521011057496.
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