ETDs @PUC-Rio
| Título: | THE USE OF GAP ANALYSIS IN THE EVALUATION OF CUSTOMERNULLS PERCEPTION IN THE PHYSICAL DISTRIBUTION PROCESS: CASE STUDY IN A BEER DISTRIBUTOR | ||||||||||||||||||||||||||||||||||||||||
| Autor: |
TIRLE CRUZ SILVA |
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| Colaborador(es): |
NELIO DOMINGUES PIZZOLATO - Orientador PATRICIA ALCANTARA CARDOSO - Coorientador |
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| Catalogação: | 29/OUT/2004 | Língua(s): | PORTUGUESE - BRAZIL |
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| Tipo: | TEXT | Subtipo: | THESIS | ||||||||||||||||||||||||||||||||||||||
| Notas: |
[pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio. [en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio. |
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| Referência(s): |
[pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/ETDs/consultas/conteudo.php?strSecao=resultado&nrSeq=5675&idi=1 [en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/ETDs/consultas/conteudo.php?strSecao=resultado&nrSeq=5675&idi=2 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.5675 | ||||||||||||||||||||||||||||||||||||||||
| Resumo: | |||||||||||||||||||||||||||||||||||||||||
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In the last years, the physical distribution is having a
prominent role in the academic area and in the logistics
service of the companies, seeking for operational
improvements and efficiency in the reduction of costs for
an extremely competitive market. However, to add value to
the product by means of the logistics distribution, it is
understood to attend the customers` expectations with lower
cost and good quality of service. Therefore, it is
essential for the management of the distribution logistics
system to measure the performance of the service to the
customer due to the complexity of the process. The
motivation of this work was the identification and
characterization of the existing gap between the customers`
perception and the expectation regarding the quality of
distribution service offered by the distributor assessed,
located in Nova Iguaçu, RIO DE JANEIRO. The process of
information collection and analysis was adapted from the
models of GAPS and SERVQUAL, developed by Parasuraman,
Berry and Zeithaml (1985, 1988). The data analysis of the
field research allowed identifying gaps in some quality
areas of the assessed company. Such results confirm the
potentiality of the model used in this work as a tool of
distribution service quality management.
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