AN ANALYSIS OF THE PENALTY AND REWARD CONTRASTS: IDENTIFYING THE SERVICE QUALITY ATTRIBUTES ON ACADEMIES

Jucelia Appio, Aletéia Silva, Valter Afonso Vieira, Gérson Tontini
DOI: https://doi.org/10.5329/RECADM.20111001010

Abstract

The competition faced by large companies demands high quality services and perfection levels. To achieve this superior performance, efforts and resources are addressed as goals. The method used in this research, the Analysis of Contrast Penalty and Reward (ACPR), allows businesses to know which services attributes should be improved (revised) and which should be maintained. Two academies were analyzed as sample size. The results showed that customers consider the academies' readiness and physical facilities as required to obtain higher levels of satisfaction.


Keywords

Services; Attributes; Quality; Contrast Analysis of Penalty and Reward (PRC)

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