CABRAL NETO, J. A.; http://lattes.cnpq.br/0643584923723127; CABRAL NETO, João Alfredo.
Resumen:
Considering that quality ́s services has as main target satisfying the client ́s needs, to those
companies which want financial success in that area, it gets indispensable know de
consumer ́s needs and expectations. This research has as main core, the quality ́s study,
focusing in services, with the objective of analyze the gap between the expectation and the
Infoclub ́s services performance given to its clients. The methodology used in the research is
exploratory and descriptive, adopting the bibliographical reading as data collection technique.
The research tool used is an adaption of de SERVQUAL model, composed by five
dimensions: Tangibility, Trustworthiness, Swiftness, Confidence and Empathy, which goal is
evaluate the client’s expectations and perceptions, intersecting the data with help of the Gap
5 analysis. The research data were made according statistics parameters and the results shows
that the Infoclub client’s expectations equalizes the perceptions in some aspects, mainly those
of the Confidence and Tangibility dimensions, showing a satisfactory quality. On the other
hand, some aspects from Trustworthiness, Swiftness and Empathy dimensions have great
failures, exposing negative gaps of an unacceptable quality’s services. On this way, the
services made by Infoclub have some positive points and some failures which turn down its
performance. So, these failures have to be healed to improve the company’s quality level.