Purpose: This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this paper is to identify the factors considered important for the services provided by this system and their impact on perceived quality. Design/methodology/approach: The authors analyzed the data using exploratory factorial analysis, and linear and quantile regression techniques. Regarding the classification, this research is applied, exploratory, descriptive and in the form of a case study describing the situation experienced by the users of BRT in Pernambuco. Findings: The results showed that it was possible to identify five factors that impact the level of satisfaction of the offered services: fluency in the provision of the service; staff training; physical conditions in the provision of the service; convenience/accessibility; and integration between transport lines. Originality/value: With initial identification, factors 1, 3, 4 and 5 have been found to have an impact on overall service quality in a positive and statistically significant way. Factors 3 and 4 have a different impact with high- and low-quality standard perceived by users, and these should be the guiding elements by companies in establishing actions to improve the services offered.

This paper use SERVQUAL measure for assessingthe quality of the administrative services in a large mall,located in Brazil, seen from the point of view of the currentservice providers. A questionnaire was used to interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice providers, the comparison enabled the strengths andweaknesses of the quality perceived of the services offered bythe mall were undertaken as a case study. Understand whatfeatures and level of service must have in order to meetconsumer needs, against on how consumers perceive the actualmall performance in the context of what they expected to ensuring good service to classify into three categories offactors: Basic, Performance and Excitement.The findings ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall services. One contribution of this study is the simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.

Purpose: – The purpose of this paper is to propose a model to guide organizations according to the relative importance of customer's satisfaction about six quality service dimensions: reliability, empathy, assurance, tangibility, responsiveness (Parasuraman et al., 1985) and price. Design/methodology/approach: – The present study uses SERVPERF customer requirements and weights of ELECTRE TRI multicriteria method to provide guidance on an appropriated action plan. Subsequently, it was demonstrated how the proposed model applied to the Inn. Findings: – SERVPERF is based on the subjective and cognitive perception of customer's service analyses. ELECTRE TRI decreases the deviation of subjectivity and develops manager's energy flow, focussed on enterprise resources. Research limitations/implications: – Measuring quality is hard work and usually the customer perceptions are not well understood, because it changes many times. In addition SERVPERF and ELECTRE TRI weights do not order the quality importance. Practical implications: – Together, SERVPERF and ELECTRE TRI allow managers to prioritize the service level desired by the customer. Originality/value: – The importance of this analysis follows the competitiveness approach: productivity, quality and flexibility (Boljwin and Kumpe, 1990). The paper develops an approach to lead organizational quality performance based on the customer view. It provides a sustainable competitive advantage.

Esta pesquisa apresenta um método para identificar as perdas em qualidade nos processos produtivos. As empresas de manufatura estudadas foram aquelas alocadas dentro do perímetro do Complexo Industrial Portuário de Suape em Pernambuco. No método de identificação, consideraram-se duas alternativas para avaliação das perdas: “não perda em qualidade” e “perda em qualidade”, e por meio da aplicação de um questionário estruturado com respostas que concernem a variáveis direta ou indiretamente envolvidas com a qualidade foi possível coletar os dados necessários para utilização do método multicritério Analytic Hierarchy Process (AHP). Os resultados demonstraram a aplicabilidade do método para obter a resposta à pergunta: “De que maneira a metodologia AHP pode contribuir para a priorização das perdas em qualidade?”. Verificou-se que pelos critérios considerados pelos decisores, e julgados com o AHP, a resultante do vetor de decisão demonstrou que todos, uns mais que outros, são fatores geradores de perda em qualidade.