Qualidade em serviços: estudo de caso da rede de Farmácias Dias.

Abstract

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.