Measurement of quality perceived in service: using or Potential Gain in Customer Value (PASC) and Model 5 GAPS

• Autor(a) principal: Stefano, Nara Medianeira
• Data de Publicação: 2010
• Outros Autores: Casarotto Filho, Nelson, Godoy, Leoni Pentiado
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/V5N1A2
• topic: Customer; Satisfaction; Perceived quality; Expectations; Cliente. Satisfacción; Calidad percibida; Expectativas; Cliente. Satisfacción; Calidad percibida; Expectativas

To know the perceptions of internal customers (employees) and external (using) with relation of quality services provided may be the beginning for the development actions that will lead to improvements. The managers need to know the agreement of both customers better to orientate the strategies and actions to meet of its expectations. This is paper objective to evaluate the quality services a company in Porto Alegre City-RS-Brazil, and identify the variables of dimensions quality that exceeds or not expectations of customers and managers. For such purposes the following tools were used: adapting the SERVQUAL scale, and PGCV Index (Potential Gain in Customer Value). The data were processed with the software Statistica 8.0 and Excel. The conclusions show that in general the satisfactory results in relationship to customer’s satisfaction and managers, but quality should not be confused with the satisfaction as some aspects were classified with unacceptable quality.