Gestão da qualidade: mensurando os serviços prestados pela Center Car da cidade de Currais Novos/RN

• Autor(a) principal: Macêdo, Beatriz Paôla Dantas de.
• Data de Publicação: 2015
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43417
• topic: Gestão de serviços.; Gestão de qualidade.; SERVQUAL.; Center Car - Currais Novos/RN.; Administração

This study aims to evaluate the quality of services provided by the Center Car company at Currais Novos city. It's a mechanical workshop that has undergone a restoration to deploy a new concept in the workshop and seek the evolution automotive sector and adapting to the latest technology innovations. The research involved the participation of 50 costumers and the company's current manager, who expressed their expectations and perceptions about the services offered. To measure the quality of services offered by the company, we used the SERVQUAL model to assess the degree of customer satisfaction and an interview with the manager about the processes to construction of the service considering the production goals: quality, speed, reliability, flexibility and cost, seeking to make comparison of perceptions relating to these services. It concludes that the Center Car company offers through its credibility in the market, an excellent service with quality service, which makes customers willing to pay for services because it was from the customer contact the company established the quality perceptions among consumers, becoming the important basis for the formation of judgment on the quality we acquire on this search.