A aplicação da escala servqual para mensuração da qualidade percebida em um mercado público

Abstract

Faced with the development of new technologies and strong competition in the organizational environment, customers have become increasingly demanding, making it difficult for companies to meet the requirements of quality, so that it can achieve full quality, so it is of the utmost importance that companies frequently assess clients' expectations and perceptions regarding the services offered to them. And through the SERVQUAL tool it is possible to evaluate the differences between the expectations that the client has regarding the service with the perceptions after the service provided. Thus, the following guiding question was formulated for this work: What are the quality requirements that the Delmiro Gouveia public market would have to adopt so that the expectations of the clients regarding the quality of the services provided were met or exceeded? In this context, the present study aims to analyze the quality requirements in the public market of Delmiro Gouveia, with the help of the SERVQUAL tool, in order to identify the gaps and thus be able to suggest improvements for the same. As for the methodological procedures, the study is characterized as qualitative and quantitative, of the descriptive type, using the SERVQUAL tool through the application of a questionnaire to a non-probabilistic sample of the type for convenience being composed of 100 people. The results showed that in most of the analyzed items, the expectations of the clients are much higher than the perception of the services rendered. In this way, it was possible to identify the quality requirements of the clients and to propose the company to take some corrective actions in order to reduce the gaps found.