Qualidade em serviços de atendimento: um estudo em franquias do setor de higiene pessoal, perfumaria e cosméticos.

Abstract

In intense competitiveness scenario, OS Services Comes causing hum significant Impact on the gross domestic product, with a participation que already exceeds 70% in several countries, and On the Generation of Employment and Income. The greater the efforts to provide contributions que objectify Continuous Improvement Services, More likely will be, as organizations, one Deliver More suitable values packages and attractive one YOUR customers. Therefore, this study aimed to analyze the quality of the service hum Franchise Group perfumery industry services, cosmetics and hygiene staff, located in Campina Grande based NAS Model dimensions SERVPERF. The Used method was exploratory and descriptive. a quantitative approach was used. The Target Were OS Customers Shopping in study and data collection extended from 31 May 2016 to 7 June 2016. The survey was conducted using convenience sampling, and counted on 169 respondents. The data collection technique used was the survey and the chosen instrument was the questionnaire. As analyzes Were developed the function IN Medientags Performance and the gaps - gaps. Among the main results are what the Dimension tangible aspects obtained a better rating, while empathy dimension was obtained a worse evaluation; Ja reliability dimension obtained median performance. In general, as Performance Averages Were satisfactory.