Aplicação da ferramenta SERVQUAL para mensurar a satisfação dos clientes em uma academia de ginástica em Petrolina – PE

• Main Authors: Jéfferson Jesus de Araujo, Ana Cristina Gonçalves Castro Silva
• Format: Article
• Language: Portuguese
• Published: Universidade Nove de Julho 2017-01-01
• Series: Exacta
• Online Access: http://www.redalyc.org/articulo.oa?id=81052202011

In this study, the objective was to perform the practical application of SERVQUAL to evaluate the quality of the services of a fitness center in the city of Petrolina, Pernambuco. For this, a descriptive study was carried out to investigate the determining factors that influence quality at the center. The work was based on a bibliographical survey of the main themes, that is, gymnastics services and the SERVQUAL tool. We found that only the empathy factor had an acceptable level of satisfaction. Other factors – tangibility, reliability, responsibility, and safety – exhibited levels of dissatisfaction; therefore, an action plan was proposed, listing both the most relevant problems encountered and suggestions for specific improvements. Finally, we present our conclusions, discussing the possible causes of negative gaps and suggesting the application of other quality tools in order to achieve a better level of satisfaction with the service provided.