Avaliação da qualidade do serviço Uber entre os alunos de Administração da UFCG em Campina Grande-PB.

Abstract

Measuring the perception of customer quality about a particular service is one of the main indicators that organizations should be concerned about, because it is possible to know the levels of customer satisfaction and where the service can improve. The objective of this work is to evaluate, in the opinion of the client, the quality of the UBER service compared to the taxi service in a group of users of Campina Grande-PB. This is a descriptive research and the technical procedure was a data survey, with objective questions about the perception of the users of individual passenger transportation services. For the data collection, 100 questionnaires adapted from the SERVPERF model were applied to the Administration students of the Federal University of Campina Grande. Among the main results, the smallest difference in the perception of services is in the variable Safety and the greater, in the empathy variable. It is also noticed that in the knowledge variable the result of the taxi services was superior to that of Uber, being this the only unfavorable result of the company. This fact is a consequence of all the knowledge accumulated by taxi drivers over the years of service, which is not the case of Uber drivers. Thus, it was concluded that Uber's perception of the quality of services is positive and greater than that of taxi services.