Evaluation of quality of services of an agricultural company

• Autor(a) principal: Kirchner, Rosane Maria
• Data de Publicação: 2012
• Outros Autores: Stumm, Eniva Miladi Fernandes, Benetti, Joana Kirchner, Benetti, Rafael Kirchner, Boaro, Vinicius, Souza, Adriano Mendonça
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista brasileira de gestão e desenvolvimento regional
• Texto Completo: https://www.rbgdr.net/revista/index.php/rbgdr/article/view/586
• topic: Quality; Servperf; services; analysis of correspond; Qualidade; Servperf; serviços; análise de correspondência

Currently, quality is one of the concerns of organizations. The quality of products and services are determining factors, interfering in the image, in the results and in the position of the company in the market. In this context this research was conducted, seeking to evaluate the quality of the services offered by a company in the agricultural sector in the region of Missões/RS, from the view of the customer, using the SERVPERF methodology. This methodology consists of a field search, in which a questionnaire was used as a tool. The descriptive and inferential statistic was used to analysis the data, especially the technique of multivariate analysis of correspondence. Seventy two customers participated in the survey, using a sample error margin of 5%. SERVPERF method, applied to the data, showed that the company has quality in its services, but needs to improve the exhibition service of the products, thus improving their organization and customer satisfaction.