The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA

Detalhes bibliográficos
Autor(a) principal: Lima, Alex de Oliveira
Data de Publicação: 2022
Outros Autores: Martins, Harley dos Santos, Nogueira, Nathalia Maciel, Nobre, Maria Bezerra, Nobre, Ana Júlia Bezerra, Amorim, Alanne Barros
Tipo de documento: Artigo
Idioma: por
Título da fonte: Research, Society and Development
Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/27805
Resumo: The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers.
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spelling The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PAEl Uso de la Herramienta SERVQUAL para Medir la Calidad del Servicio en un Gimnasio de la ciudad de Abaetetuba-PAA Utilização da Ferramenta SERVQUAL para Mensurar a Qualidade do Serviço em uma Academia no município de Abaetetuba-PAGapGymQualityServiceSERVQUAL.BrechaGimnasioCalidadServicioSERVQUAL.GapAcademiaQualidadeServiçoSERVQUAL.The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers.El presente trabajo tiene como objetivo medir la calidad del servicio que se brinda en un gimnasio ubicado en la ciudad de Abaetetuba. Por lo tanto, se utilizó el modelo SERVQUAL con el fin de evaluar la expectativa y la realidad sobre los servicios prestados. La aplicación SERVQUAL se realizó en línea y a través de aplicaciones de mensajería instantánea, lo que generó brechas de satisfacción de los entrevistados. La encuesta se realizó a 60 clientes y con la ayuda del software Excel se logró obtener los gap´s individuales para cada dimensión, la cual mostró una mayor discrepancia en la pregunta 10, que se refiere a la disposición a ayudar a los clientes, que forma parte de la empatía,. dimensión que presentó un gap negativo con valor (-0.57). Luego de sopesar los datos recopilados y diagnosticar los puntos de insatisfacción de los clientes, se formuló una propuesta de mejora con la ayuda de la herramienta 5W1H para mejorar la satisfacción de los clientes del establecimiento.O presente trabalho visa mensurar a qualidade do serviço prestado em uma academia localizada na cidade de Abaetetuba. Diante disso, foi empregado o modelo SERVQUAL, a fim de avaliar a expectativa e a realidade acerca dos serviços prestados. A aplicação do SERVQUAL foi realizada de forma online e por meio de aplicativos de mensagem instantânea, que gerou os gap’s de satisfação dos entrevistados. A pesquisa foi realizada com 60 clientes e com o auxílio do software Excel foi possível obter os gap’s individuais e de cada dimensão, o que mostrou uma maior discrepância na pergunta 10, que diz respeito à vontade de ajudar os clientes, a mesma faz parte da dimensão empatia, que apresentou um gap negativo com valor (- 0,57). Após as ponderações dos dados coletados e diagnóstico dos pontos de insatisfação dos clientes, formulou-se uma proposta de melhoria com o auxílio da ferramenta 5W1H para melhorar a satisfação dos frequentadores do estabelecimento.Research, Society and Development2022-03-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/2780510.33448/rsd-v11i5.27805Research, Society and Development; Vol. 11 No. 5; e5611527805Research, Society and Development; Vol. 11 Núm. 5; e5611527805Research, Society and Development; v. 11 n. 5; e56115278052525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/27805/24322Copyright (c) 2022 Alex de Oliveira Lima; Harley dos Santos Martins; Nathalia Maciel Nogueira; Maria Bezerra Nobre; Ana Júlia Bezerra Nobre; Alanne Barros Amorimhttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessLima, Alex de Oliveira Martins, Harley dos SantosNogueira, Nathalia Maciel Nobre, Maria Bezerra Nobre, Ana Júlia Bezerra Amorim, Alanne Barros 2022-04-17T18:18:56Zoai:ojs.pkp.sfu.ca:article/27805Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:45:25.238788Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false
dc.title.none.fl_str_mv The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
El Uso de la Herramienta SERVQUAL para Medir la Calidad del Servicio en un Gimnasio de la ciudad de Abaetetuba-PA
A Utilização da Ferramenta SERVQUAL para Mensurar a Qualidade do Serviço em uma Academia no município de Abaetetuba-PA
title The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
spellingShingle The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
Lima, Alex de Oliveira
Gap
Gym
Quality
Service
SERVQUAL.
Brecha
Gimnasio
Calidad
Servicio
SERVQUAL.
Gap
Academia
Qualidade
Serviço
SERVQUAL.
title_short The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
title_full The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
title_fullStr The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
title_full_unstemmed The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
title_sort The Use of the SERVQUAL Tool to Measure the Quality of Service in a Gym in the city of Abaetetuba-PA
author Lima, Alex de Oliveira
author_facet Lima, Alex de Oliveira
Martins, Harley dos Santos
Nogueira, Nathalia Maciel
Nobre, Maria Bezerra
Nobre, Ana Júlia Bezerra
Amorim, Alanne Barros
author_role author
author2 Martins, Harley dos Santos
Nogueira, Nathalia Maciel
Nobre, Maria Bezerra
Nobre, Ana Júlia Bezerra
Amorim, Alanne Barros
author2_role author
author
author
author
author
dc.contributor.author.fl_str_mv Lima, Alex de Oliveira
Martins, Harley dos Santos
Nogueira, Nathalia Maciel
Nobre, Maria Bezerra
Nobre, Ana Júlia Bezerra
Amorim, Alanne Barros
dc.subject.por.fl_str_mv Gap
Gym
Quality
Service
SERVQUAL.
Brecha
Gimnasio
Calidad
Servicio
SERVQUAL.
Gap
Academia
Qualidade
Serviço
SERVQUAL.
topic Gap
Gym
Quality
Service
SERVQUAL.
Brecha
Gimnasio
Calidad
Servicio
SERVQUAL.
Gap
Academia
Qualidade
Serviço
SERVQUAL.
description The present work aims to measure the quality of the service provided in a gym located in the city of Abaetetuba. Therefore, the SERVQUAL model was used in order to assess the expectation and reality about the services provided. The SERVQUAL application was carried out online and through instant messaging applications, which generated the interviewees' satisfaction gaps. The survey was carried out with 60 customers and with the help of Excel software it was possible to obtain the individual gaps for each dimension, which showed a greater discrepancy in question 10, which concerns the willingness to help customers, which is part of the empathy, dimension that presented a negative gap with value (-0.57). After weighing the collected data and diagnosing the points of customer dissatisfaction, an improvement proposal was made with the help of the PDCA tool to improve the satisfaction of shoppers.
publishDate 2022
dc.date.none.fl_str_mv 2022-03-29
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/27805
10.33448/rsd-v11i5.27805
url https://rsdjournal.org/index.php/rsd/article/view/27805
identifier_str_mv 10.33448/rsd-v11i5.27805
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/27805/24322
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Research, Society and Development
publisher.none.fl_str_mv Research, Society and Development
dc.source.none.fl_str_mv Research, Society and Development; Vol. 11 No. 5; e5611527805
Research, Society and Development; Vol. 11 Núm. 5; e5611527805
Research, Society and Development; v. 11 n. 5; e5611527805
2525-3409
reponame:Research, Society and Development
instname:Universidade Federal de Itajubá (UNIFEI)
instacron:UNIFEI
instname_str Universidade Federal de Itajubá (UNIFEI)
instacron_str UNIFEI
institution UNIFEI
reponame_str Research, Society and Development
collection Research, Society and Development
repository.name.fl_str_mv Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)
repository.mail.fl_str_mv rsd.articles@gmail.com
_version_ 1797052642064596992

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