DANTAS, D. R.; DANTAS, Danielle Risucci.
Résumé:
Organizations are embedded in a market characterized by intense competition which
requires them to always attempt to meet and even exceed the expectations of its customers as
a way to achieve higher level of excellence in products and services. Around that, this work
aims to investigate the customers ́ expectations of a drugstore ́s network in the city of
Campina Grande, Paraiba, making a parallel with the performance of the services offered. To
obtain such goal, we used a methodology widely known for this purpose, the SERVQUAL
model, which is based on five important service dimensions tangibility, reliability,
responsiveness:, assurance and empathy. It seeks to verify the difference between the
expectations of the service and the performance offered by the companies’ network under the
study in question which results in positive or negative gaps in the provision of services. This
instrument allowed to consider the customers views bringing up results that demonstrate the
provision of services in the company analyzed to be considered in good and excellent quality
levels. The company invests in the improvement of the accommodations, the quality of
attention and the variety and quality of the products offered, which are factors that serve the
needs of customers and make them fulfilled, confirming the good qualification of the
company in the local market.
