Qualidade no serviço: percepções dos clientes do Shop da Construção

Abstract

Currently, Brazil has stood out in recent years for a significant growth in the emergence of new businesses, which allowed the implementation of some management practices for the continuous improvement of processes, in the sense of attracting and retaining a greater quantity of consumers. In this context, quality in service delivery plays a fundamental role in the daily life of organizations, so that the production of goods and services meets the needs and expectations of these consumers. The objective of this study was to analyze the level of customer satisfaction of RedeCon Shop da Construction, located in the city of Currais Novos - RN, in relation to the quality of the services provided by the company, based on the perception of its customers. The research was developed through the quality measurement tool SERVQUAL (Service Quality Gap Analysis), with the purpose of ascertaining the expectations of clients' perceptions regarding the five determinant dimensions of quality: tangible aspects, reliability, responsiveness, safety and empathy. With this, we first sought to trace the profile of this consumer, and then to know his analysis. In this context, bibliographical research, field survey and interview were used. Regarding the typology of the research, it can be classified as exploratory, descriptive, applied and quantitative. The results of the study show that the quality level perceived in the general averages of most dimensions, except for the dimension of the tangible aspects, were not able to surpass the expectations of the clients; However, they are in the tolerance zone, since they have indices below the perceived level.

Keywords: Quality in services. Customers. Servqual analysis.