The Influence of Services' Quality Dimensions on Customer Satisfaction: A Study on a Pest Control Firm

  • Daniele Thomazelli Spina
  • Janaina de Moura Engracia Giraldi
  • Marcio Mattos Borges de Oliveira
Keywords: Service, Service Quality, Customer Satisfaction, SERVPERF, Pest Control

Abstract

The evaluation of factors affecting customer satisfaction of services is no easy task, but it is of great relevance for marketing because of its collaboration for a better understanding of services consumer behavior. In this study, were evaluated the existing relations between quality and customer satisfaction, through the review of existing literature on quality, service and satisfaction and of quantitative-descriptive study in pest control sector, using the collecting method of survey. Service quality was measured by SERVPERF scale, and the analyzed variables were condensed into five factors by factor analysis. Subsequently, these factors had their influence on consumer satisfaction analyzed by multiple regression. It was found that the dimensions of service quality that most influenced customer satisfaction were: knowledge, documentation, assistance, presentation and tangibles. With the results obtained in this research, the aim was to contribute to the academic literature, for the development of the sector and the strategic marketing management of pest control firms.

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Author Biographies

Daniele Thomazelli Spina
Bacharel em Administração pela Faculdade de Economia, Administração e Contabilidade de Ribeirão Preto (FEA-RP), da Universidade de São Paulo - Jaboticabal-SP, Brasil.
Janaina de Moura Engracia Giraldi
Professora Doutora da Faculdade de Economia, Administração e Contabilidade de Ribeirão Preto (FEA-RP), Universidade de São Paulo (USP) - Ribeirão Preto-SP, Brasil.
Marcio Mattos Borges de Oliveira
Professor Titular da Faculdade de Economia, Administração e Contabilidade de Ribeirão Preto (FEA-RP), Universidade de São Paulo (USP) - Ribeirão Preto-SP, Brasil.
How to Cite
Spina, D., Giraldi, J., & de Oliveira, M. (1). The Influence of Services’ Quality Dimensions on Customer Satisfaction: A Study on a Pest Control Firm. REGE Revista De Gestão, 20(1), 93-112. https://doi.org/10.5700/issn.2177-8736.rege.2013.62002
Section
Marketing