What is it about?

The intent of this research is to investigate how the customers of a technological control laboratory for civil construction materials perceived the quality of the services delivered by the lab, specifically in regard to the service of concrete compression testing. The popular SERVQUAL scale, a multidimensional instrument used to capture customer expectations and perceptions, was used as a model for the application of a survey. Exploratory factor analyses were employed to evaluate customers’ perceptions and experiences of service quality in regard to the dimensions and accompanying attributes of the SERVQUAL scale.

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Why is it important?

Twenty attributes, which were grouped within five dimensions (Reliability, Assurance, Tangibles, Responsiveness, and Empathy), were identified, explaining 80.417% of the variance between customer expectations and perceptions and characterizing these dimensions on a modified SERVQUAL scale.


Analysis of the results allowed us to identify discrepancies in perceived service quality compared with customers’ expectations. Most of the identified gaps between expectations and perceptions resulted in negative values.

PhD Gabriel Sperandio Milan
Unisinos - Universidade do Vale do Rio dos Sinos

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This page is a summary of: Service quality evaluation in the context of a technology laboratory, Environmental Quality Management, December 2017, Wiley, DOI: 10.1002/tqem.21529.
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