A qualidade dos serviços ofertados pelo núcleo da beleza Sebrae Sousa-PB na percepção dos clientes.

Abstract

The growing demand for beauty services in Brazil, especially in recent years, has the sector and has required the formalization of organizations and professionals who operate in the area. In this context, the objective of the research was to know the perception of customers regarding the quality of the services offered by the thirty organizations associated with the Beauty SEBRAE Sousa-PB. The ten dimensions for the excellence in services explored by Zeithaml, Valarie and Parasuraman (2014), which are: tangible elements, reliability, responsiveness, competence, courtesy, credibility, guarantee, accessibility, communication and understanding of the client. The procedures methodological methods adopt an exploratory, descriptive and field character, by means of a survey. 150 customers from 30 beauty salons in the city of Sousa-PB were questioned. Between 10 dimensions, were better evaluated, in the perception of customers: courtesy, communication and customer understanding. Similarly, research has revealed that salons need to give more attention to reliability and competence.