Avaliação da qualidade nos serviços de uma empresa de informática: uma análise a partir da perspectiva do cliente.

Abstract

Considering that quality ́s services has as main target satisfying the client ́s needs, to those companies which want financial success in that area, it gets indispensable know de consumer ́s needs and expectations. This research has as main core, the quality ́s study, focusing in services, with the objective of analyze the gap between the expectation and the Infoclub ́s services performance given to its clients. The methodology used in the research is exploratory and descriptive, adopting the bibliographical reading as data collection technique. The research tool used is an adaption of de SERVQUAL model, composed by five dimensions: Tangibility, Trustworthiness, Swiftness, Confidence and Empathy, which goal is evaluate the client’s expectations and perceptions, intersecting the data with help of the Gap 5 analysis. The research data were made according statistics parameters and the results shows that the Infoclub client’s expectations equalizes the perceptions in some aspects, mainly those of the Confidence and Tangibility dimensions, showing a satisfactory quality. On the other hand, some aspects from Trustworthiness, Swiftness and Empathy dimensions have great failures, exposing negative gaps of an unacceptable quality’s services. On this way, the services made by Infoclub have some positive points and some failures which turn down its performance. So, these failures have to be healed to improve the company’s quality level.