USO DA ANÁLISE FATORIAL PARA AVALIAR A QUALIDADE DOS SERVIÇOS

Nara Medianeira Stefano, Nelson Casarotto Filho

Resumen


O setor serviços cada vez cresce mais na economia mundial. Porém, seu desafio é conseguir vantagem competitiva perante seus concorrentes. À medida que a competição aumenta, o cliente torna-se mais exigente e crítico em relação aos serviços recebidos. Este estudo tem por objetivo avaliar a qualidade dos serviços prestados, em uma empresa localizada na região central do Rio Grande do Sul (RS). E, identificar quais as variáveis das dimensões da qualidade que superam as expectativas dos clientes. Para a coleta dos dados foi elaborado um questionário adaptado do modelo SERVQUAL para mensurar o serviço percebido. No qual, os clientes avaliaram a qualidade dos serviços nas suas diversas dimensões de qualidade, por meio de uma escala pré-estabelecida. Para análise dos dados, utilizou-se a ferramenta Análise Fatorial e Modelo Gap (falhas). Os dados foram tratados por meio do software Statística 7.0 e Excel. Os resultados mostraram que, a empresa apresenta resultados satisfatórios na percepção dos clientes, porém apresentando algumas oportunidades de melhoria.


Palabras clave


serviços; análise fatorial; gap; qualidade

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