ALBUQUERQUE, V. J. R.; http://lattes.cnpq.br/3338385698938813; ALBUQUERQUE, Valdênia Juliana Ribeiro.
Resumen:
This study addresses the research that seeks to evaluate the quality of services offered by the
transport company values from the perspective of the manager and customers on the
five dimensions of service quality. Thus, it was developed a study in a company's private
security industry that aimed to ascertain the general perception of the quality of
transport service values offered by this company. As the methodology used, was a
descriptive type of research, quality of character which led to the case study method. The
research was based on the model of evaluation of service quality SERVQUAL. The results
indicated, first, according to the assessment of clients, the quality of services offered are
below their expectations, although very close to them. Then it was identified that both
managers as clients have similar views regarding the degree of importance of the
dimensions of quality, differ only in relation to one of the five dimensions.