Aplicação do modelo Servqual para mensuração da qualidade dos serviços oferecidos aos clientes de uma pequena empresa de para-brisas na cidade de Rondonópolis-MT

Abstract

The study aimed to show the use of the SERVQUAL method to measure the quality of services offered to customers and thus guarantee the quality and continuous improvements in services in a small windshield sales and installation company in Rondonópolis-MT. Initially, a bibliographic review was customer service carried out on the quality of and on the SERVQUAL method, which formed the conceptual basis for proposing the SERVQUAL model adapted in the case study to be of this research applied. Therefore, a questionnaire was carried out with 25 company customers after the service performed, using a data collection instrument built from the five dimensions of the SERVQUAL scale adapted to the company with a small change in items from 22 to 15 divided into 3 items for each dimension. The research was descriptive and exploratory of a qualitative nature with the application of a questionnaire to the clients of this service. The research resulted in significant weaknesses in Reliability identified in physical aspects and confidence in the service provided and Receptivity in flexibility in meeting customer requests. Analyzing the results, it was possible obtained to verify that there is great importance in measuring the quality of a service provided, in truly knowing the customer and their needs to make them satisfied, always seeking to assess the discrepancy between expectations and perceptions. Existing in the customers regarding the service allowing a continuous improvement.