CASIMIRO, R. P.; http://lattes.cnpq.br/0001654771426171; CASIMIRO, Roberta Pereira.
Resumen:
The growing demand for beauty services in Brazil, especially in recent years, has
the sector and has required the formalization of organizations and professionals who
operate in the area. In this context, the objective of the research was to know the perception of customers
regarding the quality of the services offered by the thirty organizations associated with the
Beauty SEBRAE Sousa-PB. The ten dimensions for the
excellence in services explored by Zeithaml, Valarie and Parasuraman (2014), which are:
tangible elements, reliability, responsiveness, competence, courtesy, credibility,
guarantee, accessibility, communication and understanding of the client. The procedures
methodological methods adopt an exploratory, descriptive and field character, by means of a survey.
150 customers from 30 beauty salons in the city of Sousa-PB were questioned. Between 10
dimensions, were better evaluated, in the perception of customers: courtesy, communication and
customer understanding. Similarly, research has revealed that salons need to give more
attention to reliability and competence.