Gestão de qualidade no serviço : aplicação do método SERVQUAL para a gestão na empresa F7 Academia

Abstract

Quality is fundamental for any company, because providing a good service to customers may not only make the business grow, but also attracts possible loyalty of a larger number of people, which is something that is appealing to any business scope. The quality of services is difficult to measure and depends on several factors until it meets the expectations of customers and can be recognized by them. Not all companies have been able to meet the real needs of their customers. In the attempt to analyze the quality of services provided in a gym, a survey was conducted with the participation of 47 clients. An adaptation of the SERVQUAL scale was used as a research instrument, which compares expectations with customer perceptions regarding the five dimensions of quality: tangibility, responsibility, reliability, empathy and assurance. As a result, we obtained an overview of the quality perceived by customers, of the services offered, showing the strengths and weaknesses of the system.In the context of the studied Gym, it was noticed, from the application of the SERVQUAL method, that all dimensions of tangibility, reliability, responsibility, guarantee and empathy exceeded customers' expectations, considering that the difference between the averages of expected and observed qualities were positive.