THE ASSOCIATION OF THE CUSTOMER GAP VARIABLES: A TEST OF THE MODEL AT SEBRAE-PE

• Autor(a) principal: Melo, Paulo Thiago Nunes Bezerra de
• Data de Publicação: 2012
• Outros Autores: Régis, Helder Pontes
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/V6N3A1
• topic: Customer’s Gap; Services Quality; Expectancy; Perceived Quality; Services Encounters; Customer’s Gap; Services Quality; Expectancy; Perceived Quality; Services Encounters; Lacuna do Cliente; Qualidade em Serviços; Expectativa; Qualidade Percebida; Encontros de Serviços.

Searching to understand services quality, Parasuraman, Zeithaml and Berry developed the CustomersGap Model, which identifies the difference between the waited service and the service perceived for thecustomers. This study intends to apply and test the Customers Gap Model at SEBRAE Pernambuco, specificallyin the CDI (Documentation and Information Center). The test of the model was carried through by means ofcorrelations between the variables that generate the Gap of the Customers. Interviews and application ofquestionnaire were performed. It’s able to observe that the variables that made the customers’ gap assumebehavior according to the model principles and that the perceived performance get stronger relations withcustomers’ gap.