Avaliação da qualidade no atendimento em uma loja de roupas situada na cidade de Sousa - PB.

Abstract

To meet the needs and desires of customers, companies seek to improve their processes in order to take root and reach new goals. Currently, people can rely on different channels to access large companies in the virtual sphere, this represents a significant increase in the number of competitors with local companies. To find a differential and stand out in the market, these companies are seeking to evolve, focusing on value generation and for that this work aims to assess the quality of service in a clothing store located in the city of SousaPB. This research consisted of a quantitative approach, classified as exploratory and descriptive through the application of a questionnaire adapted from the SERVQUAL Instrument with the purpose of describing the performance in the quality of care of the researched company. A structured questionnaire was applied, with closed questions organized at a scale level. The results identified that the studied clothing store has been working correctly to meet customer expectations with only a few points that must be adjusted to meet their expectations.