Title: Decision-making improvement in petroleum rigs: a service assessment

Authors: Cláudio Benevenuto De Campos Lima; Rodrigo Nunes Ferreira; Danilo Garbazza Vieira; José Francisco Tebaldi De Castro; Gilson Brito Alves Lima; Julio Cesar De Faria Alvim Wasserman

Addresses: Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil ' Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil ' Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil ' Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil ' Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil ' Federal Fluminense University, Passo da Patria, 156, 24210-240, Niteroi, Rio de Janeiro, Brazil

Abstract: In recent years, oil companies have implemented collaborative decision-making centres for well construction (drilling centres), where several solutions are used in real-time with significant impact on company operations. These applications provide necessary data for better decision-making; lowering costs by optimising rig activity time, besides reducing travel and logistics costs. The purpose of this study is to determine perceived value and quality from a specific real-time data transmission solution. A quantitative method was applied through an online survey to test the evaluation model of the data transmission solution of an oil operator in Brazil. It was found that the main factor responsible for dissatisfaction is related to technical support. This approach can be used for other solutions and services and showed as being scalable to different scenarios in the oil industry.

Keywords: service quality; information system; assessment; service diagnosis; data transmission; user satisfaction.

DOI: 10.1504/IJSOM.2020.105909

International Journal of Services and Operations Management, 2020 Vol.35 No.4, pp.440 - 460

Received: 07 Jun 2017
Accepted: 24 Jan 2018
Published online: 17 Mar 2020 *

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