Qualidade na prestação de serviços sob a perspectiva do modelo servqual: um estudo de caso da empresa fortal log

Abstract

The purpose of this monograph is to analyze and evaluate, using the SERVQUAL model, the quality of the services provided by the carrier Fortal Log. Thus, the expectations and perceptions of a sample of customers that used the services of the carrier were compared and searched It is important to emphasize the importance of the five dimensions that structure the SERVQUAL model: Tangibility, Reliability, Receptivity, Empathy and Security. It presents as theoretical foundation the concept of quality, in addition to the GAP, SERVQUAL and SERVPERF models, used to evaluate the quality of services. The methodology used was based on descriptive research of a quantitative nature. As for the technical procedures, it is characterized as a case study, since this research seeks to identify the evaluation of the quality of services of a carrier, Fortal Log. The sample was constituted by customers who performed a service transaction on the carrier under analysis during the first half of 2018, making a total of 6 (six) clients, thus characterizing itself as a sample of the intentional type. The research instrument was the questionnaire, which was applied online. The results show that the perception of the Tangibility dimension (0.00) was equal to its expectation, but the dimensions Reliability (-0.50), Security (-0.25), Receptivity (-0.21), and Empathy -0.20), had perceptions slightly below the expectations of their clients, but in general, did not present worrying indexes. It is suggested to continue the research developed in order to evaluate the impacts caused by investments in the main improvement opportunities highlighted through the application of the SERVQUAL tool, and the company can install fixed questionnaires, in order to capture suggestions from customers who are dissatisfied with certain aspects of the organization.