Analyzing the perception of customers and managers of a service organization

Abstract

The quality of the service sector contributes to improvement their provided processes, as well as services itself. The importance of quality perceived by the customer at the time of service is fundamental to achievement of standards excellence enchant the client. The service quality is result of comparison between expectation and perception formed that each consumer has the service provided. The organization aims to provide quality services to meet the attitudes and preferences each customer or group customers. To must have as main focus needs and expectations customers, including all customers, internal and external. This is paper aim to evaluate the quality services a company, and identify the variables of dimensions quality that exceeds or not expectations point of view customers and managers. For such purposes the following tools were used: adapting the SERVQUAL scale, and PGCV Index (Potential Gain in Customer Value). The results will help in decision making for the development of improved quality.