Trabalho de Conclusão de Curso de Graduação
Análise da qualidade dos serviços da Loterias Sarandi
Fecha
2019-06-02Autor
Simon, Marciele
Institución
Resumen
Providing quality services is fundamental to achieve customer satisfaction and thus, win and loyalty to stay in the market, with this, it is necessary that companies conduct research to evaluate the quality of services provided. With this, the objective of this study was to analyze the quality of Sarandi Lottery services. The study was characterized by descriptive and
quantitative research, with a non-probabilistic and convenience sample, where 160 questionnaires were applied. The questionnaire was based on the Servqual model, and was analyzed through descriptive frequency analysis. As a result, the present study revealed that, in general, most customers are satisfied with the quality of services, but some items such as
comfort, physical space, system problem and queue waiting time presented negative results, where company needs to improve to raise the level of customer satisfaction.