Evaluation services quality by means of Servqual scale of Parasuraman et al

• Autor(a) principal: Stefano, Nara Medianeira
• Data de Publicação: 2013
• Outros Autores: Filho, Nelson Casarotto
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://doi.org/10.34624/ei.v0i6.6067

The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. And a good performance of these operations supports competitiveness and establishes a relationship with the customer, consolidating the brand, market communications and etc. This study aims to evaluate the quality of services provided in two Leader Training Centers (LTC’s) in Santa Maria city – RS/Brazil, as well as identify which attributes of the dimensions of quality that surpass or not customers' expectations. To collect the data we elaborated a questionnaire adapted from the SERVQUAL model in its various dimensions of the quality in services. The results showed that, in general, companies have satisfactory results with regard to customer satisfaction. But have gaps for improvement.