Title: Perspective on services' quality using the SERVPERF

Authors: Marcella Teixeira Gonzaga; Roberta Emilly Barbosa Fontes; Brenda Lohanny Passos Santos; Laerson Ribeiro Lima Filho; Denise Santos Ruzene; Cleiton Rodrigues de Vasconcelos; Daniel Pereira Silva

Addresses: Centre of Exact Sciences and Technology, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Centre of Exact Sciences and Technology, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Northeastern Biotechnology Network – RENORBIO/SE, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Centre of Exact Sciences and Technology, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Centre of Exact Sciences and Technology, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil; Northeastern Biotechnology Network – RENORBIO/SE, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Centre of Exact Sciences and Technology, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil ' Centre of Exact Sciences and Technology, Federal University of Sergipe, Av. Marechal Rondon, s/n, Jardim Rosa Elze, São Cristóvão, Sergipe 49100-000, Brazil; Northeastern Biotechnology Network – RENORBIO/SE, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil; Graduate Program in Intellectual Property Science, Federal University of Sergipe, 49100-000, São Cristóvão, Sergipe, Brazil

Abstract: In the market's view, delivering a quality service is vital for the growth of organisations. In this regard, the SERVPERF scale has proved to be a promising tool for analysing the quality and performance of the activities involved in services provision. Thus, the present study sought to verify the technical-scientific situation of the SERVPERF quality tool through a bibliometric analysis of original scientific articles contained in the Scopus search platform. The result presented points to a profile of growth of publications related to the application of SERVPERF next years, with a tendency mainly in the areas of health, transport, and education. Also, the USA was the country with the highest number of publications using the tool, and its universities were the only ones that presented studies shared with other educational institutions, especially those involving affiliations in India.

Keywords: SERVPERF; quality tool; bibliometric; services provision.

DOI: 10.1504/IJPQM.2024.137324

International Journal of Productivity and Quality Management, 2024 Vol.41 No.3, pp.368 - 388

Received: 24 Aug 2021
Accepted: 17 Apr 2022
Published online: 12 Mar 2024 *

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