QUALIDADE EM SERVIÇOS DE ATENDIMENTO AO CONSUMIDOR (SAC): UMA AVALIAÇÃO UTILIZANDO A ESCALA SERQUAL

• Main Authors: Gustavo da Silva Motta, Daniella Ramos Lima do Nascimento
• Format: Article
• Language: English
• Published: Universidade Federal de Pernambuco 2011-12-01
• Series: GESTÃO.Org : Revista Eletrônica de Gestão Organizacional
• Subjects: Call Center. Service Quality. Service Management. Competitive Advantage.
• Online Access: http://www.revista.ufpe.br/gestaoorg/index.php/gestao/article/viewFile/454/216

This paper aims at knowing what is important, by customer point of view, considering the quality service evaluation of Call Centers in an education institution and to verify the adequacy of the given service. This research does not look for evidence criteria of excellency for the Call Center in study, but, through its results, it is intended to verify how much the organizations are worried in taking care of the expectations of its customers, giving an adequate service to its requirements. A quantitative approach was developed by survey, divided in two phases: (I) inventory of service qualification, based on the Inmetro (2006) criteria; and (2) analysis of the service adequacy, in accordance with the users. The result of the research and analysis of the data allowed to verify that organization being aligned with the importance attributed by their customers, still exists gaps to be observed and that can make its service better in differentiated form, becoming it more competitive.