Qualidade do serviço do complexo esportivo da UFCG na percepção do usuário.

Abstract

The quality of service is inherently related to the ability of the actions, attitudes and behaviors of a supplier to solve problems or offer benefits to a customer, supplying your needs and providing satisfaction in the most of efficient way. The measurement of this service is not trivial, because it permeates the individual expectations that are formed by essentially intangible and subjective bases. The present work has as general objective to create an instrument to evaluate the service quality of the UFCG Sports Complex, in the user's perception. It has specific objectives: to make an organizational diagnosis concerning the offer of physical activity in the institution; to discover the factors that best explain the perceived service quality and discuss the positive and negative aspects related to the dimensions found; to raise awareness of the benefits of physical activity, including to assist in professional performance, whether for students, teachers or employees; and to suggest corrections and improvements in the quality of services provided. This exploratory and descriptive research will be characterized as a descriptive, exploratory case study of a qualitative nature, with a practical and applied approach, a people-centred approach, mixed methods were adopted in the data collection, notably, in-depth interviews, field observations and application of a semi-structured questionnaire adapted from the literature. This strategy provided the overcoming of the limitations of a qualitative or quantitative perspective. It was possible to create an instrument, using the SERVQUAL method, to evaluate the quality of the physical activity promotion service. Based on the instrument created, an action plan was prepared, which contains suggestions that may be used by management to improve service quality. This instrument created together with the action plan form the technical product of the present work. The general satisfaction index can be used by UFCG continuously for an analysis of the evolution of the performance of its services. If the SERVQUAL method is adopted, this temporal monitoring of the services will allow us to perceive strengths and weaknesses and their respective improvement over time.