Percepção do público externo sobre a gestão da qualidade: estudo de caso em uma empresa de serviços estéticos de Fortaleza

Abstract

In this current market scenario, quality emerges as a crucial element for the relevance and competitiveness of organizations, especially those that provide services, representing the largest share of jobs and contributing significantly to the Brazilian GDP (Gross Domestic Product). The company under study, evaluated using the SERVPERF scale, shows a good average in all quality dimensions, with emphasis on "tangible aspects" and "security". However, the "empathy" dimension emerges as an area that requires attention, indicating the need for improvements in communication, customer service and meeting deadlines. These identified challenges offer opportunities for improvement strategies and raising the company's quality standards. As for limitations, analysis based on recent customer experiences and a lack of company-specific internal details limit the ability to offer accurate, personalized recommendations.