Avaliação da qualidade dos serviços de uma corretora na percepção de seus clientes.

Abstract

With constant changes in people's lives, they have become more demanding, seeking differentiated services, with price and quality that will meet their needs. Thus, knowing the degree of satisfaction of the client regarding the services provided by the organization, is essential to achieve success. In this sense, for the purpose of this work, we selected an insurance broker located in the city of Campina Grande - PB, in order to verify the clients' evaluation of the services provided by Manassés Corretora de Seguros. With regard to methodological aspects, it is characterized as a quantitative research, of a descriptive character, for which a survey was developed. For the data collection, a questionnaire was elaborated based on the SERVQUAL tool, which measures the quality of service delivery from five dimensions and 22 variables. As a result it was possible to observe that the perception was higher than the expectation in all the variables of the questionnaire, generating a quality evaluation as ideal. On the other hand, some possible improvement points were identified: portfolio diversification and Manassés Corretora de Seguros.