Good morning colleagues,
I and colleagues are developing a structured questionnaire to capture if the environmental aspects are understood as service quality. The idea is to assess if the actions related to ISO 14001 in companies enhances the perception of its customers on quality of services, for example. Initially we are adapting the methodology SERVQUAL to introduce the environmental dimension. The data will be analyzed by the structural equation model approach. Is there already a validated questionnaire for this?
Best regards,
Dr. Luiz Faria
Hi Luiz!
I suggest the papers:
For quality:
http://www.fumec.br/revistas/facesp/article/view/1530
http://www.spell.org.br/documentos/ver/10831/qualidade-de-servico--um-estudo-bibliometrico-nas-bases-de-dados-internacionais
For Environment:
http://siaibib01.univali.br/pdf/Elvis%20Silveira%20Martins.tese.pdf
https://www.metodista.br/revistas/revistas-ims/index.php/OC/article/view/4793/pdf_121
http://siaibib01.univali.br/pdf/Elvis%20Silveira%20Martins.tese.pdf
I'm hope have helped!
Dear Luiz:
My answer will be somewhat biased, as professor of research methods. I am worried, in first place, one problem would be understanding environmental aspects and service quality. Another research problem would be perception of customers.
I believe the use of SERVQUAL should be pretested to study possible modifications for Brazil.
Thanks Dr. SILVEIRA-MARTINS, Certainly the materials will be many useful.
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