Gestão de serviços: a percepção dos clientes da Empresa Termas Solar do Poente sobre a qualidade dos serviços oferecidos.

Abstract

The sector of services is growing expressively all over the planet, and is presented today as one of the most important areas of the world-wide economy. Ahead of this expansion, grows the concern of the entrepreneurs and studious with the quality of the given services, once that, in a sector marked from intangibility and heterogeneity, the quality of the offered services is distinguished as a basic competitive advantage. The present work was elaborated from research carried through in the company “Termas Solar do Poente”, located in João Pessoa, Paraíba, that gives directed services of Sauna for the masculine homosexual public. The main objective of the research is to diagnosis how the customers evaluate the quality of the services given for the company, through the called tool of study “SERVQUAL”, thus identifying the strong and weak areas of the company, pointing the sectors that need more investment and calculating the potential of expansion of the Termas, in accordance with the quality of its services evaluated by the customers. The research is justified by the importance of the sector of services in the world-wide economy, by the concern of the scholars with the quality in services and by the growth of the dedicated attention to the homosexual public, who comes in recent years detaching as an important niche of market. To develop the research, the explorational and descriptive method was used. In the found results, we detected high levels of expectations and perceptions between the customers of the company, as well as we identify that the customers consider the services of the Termas Solar do Poente satisfactory in the great majority of the presented questions.