Aplicação da ferramenta Servqual para avaliação da qualidade dos serviços prestados em uma loja de autopeças

Abstract

The SERVQUAL tool is an useful method that serves the organization's services, with the same effect in two interviews that address the five dimensions of quality through 22 preestablished assurances. The point of this work is to verify the satisfaction of consumers, through its methodology, in relation to the services provided in an auto parts store. The research was realized with the client and had as main target of data collection a questionnaire adapted from the model of the tool. Data analysis was performed with the help of spreadsheets and graphs generated by Excel software once it was possible to obtain a rating from the clients and the quality of the service by the organization. The outcomes showed that although the organization dispose of some requisites that exceeds the clients expectations, in general,these consumers and buyers are unsatisfied wit the services provided by the auto parts store.