AVALIAÇÃO DA QUALIDADE PERCEBIDA DOS SERVIÇOS PRESTADOS POR UMA EMPRESA DE INFORMÁTICA COM O AUXÍLIO DA FERRAMENTA SERVQUAL

Abstract

Good customer service is important for a company's survival. This work was developed from a bibliographic study followed by a case study in a company providing services in computer equipment, in the city of Varginha, where it sought to identify the satisfactions and dissatisfactions of the company's customers and what leads them to renew and cancellation of contracts. For theoretical support, materials previously prepared in journals, scientific articles, books, magazines, among others, were used. The case study was carried out through data collections by means of a SERVQUAL questionnaire, evaluating the 5 dimensions of quality in order to identify the quality of the service provided through the method, for making managerial decisions. After the application and analysis of the SERVQUAL method, it was evaluated through the Matrix G.U.T which item is priority for change and finally the improvement proposal for this item was defined through the PDCA method.