Análise da qualidade de serviço prestado na Lanchonete Big Lanche em Parnamirim-RN através do modelo SERVQUAL

Abstract

This paper aims to evaluate the level of customer satisfaction regarding the quality of services offered by Lanchonete Big Lanche in Parnamirim-RN. This is an exploratory and descriptive research, subtype case study, in which the SERVQUAL scale was used as an instrument of analysis. According to the collected data, it was possible to evaluate the dimensions of perceived quality in the company under study. Regarding expectations, their averages remained slightly above perceptions, but in a general context, perceived quality remained high. Especially regarding the reliability and safety dimensions, which obtained the best ratings of respondents with averages of (4.79). The tangibility dimension, on the other hand, obtained the lowest percentage difference between expectations and perceptions with means of (4.83) and (4.74). The promptness and empathy dimensions, despite reaching high perception averages (4.71) and (4.72) respectively, were the dimensions that presented the highest indices of dissatisfaction, showing that the company should focus on actions to improve its performance company-employee-customer relationship.