IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-319-06453-6_3.html
   My bibliography  Save this book chapter

An Application of SERVQUAL Model in Termas of Chaves

In: Action-Based Quality Management

Author

Listed:
  • 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)

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.

Suggested Citation

  • María Cruz del Río Rama & José Álvarez García & Carlos Rueda-Armengot & José Luís Coca Pérez, 2014. "An Application of SERVQUAL Model in Termas of Chaves," Springer Books, in: Marta Peris-Ortiz & José Álvarez-García (ed.), Action-Based Quality Management, edition 127, chapter 0, pages 27-41, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-06453-6_3
    DOI: 10.1007/978-3-319-06453-6_3
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-319-06453-6_3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.