Avaliação da qualidade do serviço de advocacia à distância: o Escritório Alfa.

Abstract

The legal services sector has grown sharply in recent years, it also increases competition in the sector and assessing the quality of the advocacy service is a relatively new subject. Therefore, to improve their processes to analysis of customer satisfaction is needed. The objective of this study is to evaluate the quality level of services at a distance of Alpha Office and competition. The research used the SERVQUAL model, obtaining 39 respondents, customers of Alpha Office. Among the key findings: the Office Alfa performed better on the security dimension and worst in the empathy dimension. While in general the competition had inferior results Alfa, superior only in expectation of readiness. In general, the Office Alfa provides a valued service by respondents as very good, superior to the competition only rated as good. Even though some aspects deserve more attention because they have negative ratings or ratings are equated with those of the competition, and thus can be easily overcome.