Estudo avaliativo da qualidade de serviços de uma empresa de artigos personalizados, segundo a percepção dos seus clientes

Abstract

This study brings an evaluation of the services quality of the company @pedamulata, specialized in customised products, based on the perception and experiences of its customers, using the SERVQUAL scale as a guide for data collection. Therefore, through a quantitative approach, investigative techniques were used to better understand the response of each client. The research proved to be very positive for the company, especially when it comes to the items promptness, security and empathy. However, some negative points were identified in relation to the tangible aspects and reliability, which will serve as a basis for the company to create action plans to improve the quality of its services, such as difficulties in service that can be solved in a simple way. The survey was able to profile customers and now the company can improve its marketing actions more assertively.