Gestão de serviços: a percepção dos clientes da empresa renovação de Pneus Borborema Ltda. sobre a qualidade dos serviços oferecidos.

Abstract

Now the business way is in constant development, due to the globalization, the free trade and mainly the technological progress. The interest for the quality in the installment of the services is growing all over the world. The administrators look for the quality of the products, of the services rendered and of the organization as a completely. The increase of the competition, the growth of the business organizations and of the customer's demands, they have been motivating changes in the business way, the companies and organizations all over the world are implementing extensive quality programs. The work has as objective evaluates the level of the external customers' satisfaction regarding the quality of the services rendered by the collaborators of Pneus Borborema's Renewal Ltd. it is Treated of a case study, accompanied of research descriptive, bibliographical and quantitative. The study was accomplished in the internal extent of the organization, involving a universe of 31 (thirty one) interviewees. As research instrument, a questionnaire was used containing 29 (twenty nine) subjects, being 07 (seven) regarding the collaborators' profile, 21 (twenty one) related to the quality in services and 01 (one) regarding suggestions. The obtained results demonstrated that in all indicators of the quality of services there was "agreement"; like this, according to the interviewees, the quality in services in Pneus Borborema's Renewal Ltd. it was considered great.