EVALUATION OF SERVICE QUALITY USING SERVQUAL IN A WHOLESALE COMPANY

Authors

  • Rannys Jose Caldas Coelho Junior UNIVERSIDADE DO ESTADO DO PARÁ
  • Tiago Dias Figueiredo UNIVERSIDADE DO ESTADO DO PARA
  • Verônica de Menezes Nascimento Nagata UNIVERSIDADE DO ESTADO DO PARA
  • Ana Paula Candeia Moraes Reis UNIVERSIDADE DO ESTADO DO PARA

Keywords:

Gestão, Gestão da Qualidade, Gestão de Serviços

Abstract

The article deals with a quantitative study, evaluation of service quality in a wholesale distribution company, located in the town of Ananindeua in the state of Pará This is the analysis of expectations and perceptions of customers, identifying major gaps in service provision. Using the methods of population survey techniques, the objects of analysis, the sample size, the procedures for data collection and the selection and validation of the survey instrument were defined. Using the SERVQUAL tool, we prepared the questionnaires used in the survey and the results, it is concluded that the services fail to meet their customers because of the 20 items tested, 18 are negative, ie, the expectation of customers is greater than the service being offered.

Keywords: Service quality; SERVQUAL; Expectations; Perceptions; Customer satisfaction.

 

Author Biography

  • Verônica de Menezes Nascimento Nagata, UNIVERSIDADE DO ESTADO DO PARA

    DEPARTAMENTO DE ENGENHARIA DE PRODUÇÃO, ENGENHARIA DA QUALIDADE

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Published

2015-04-30

Issue

V. 6, Supl. 2 (2015)

Section

Artigos de Pesquisa

License

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