Avaliação da qualidade em serviços: estudo de caso da empresa Gama Segurança.

Abstract

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.