Quality assessment in lan houses through the adaptation of the servqual instrument
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 th...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universidade Federal de Santa Catarina
2012-03-01
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| Series: | Revista Produção Online |
| Subjects: | |
| Online Access: | http://producaoonline.org.br/rpo/article/view/882 |