Análise das dimensões da qualidade em serviços na percepção dos consumidores no Centro Santanense de Formação de Condutores - CFC Santanense

Abstract

This course conclusion work identified the quality perceived by the customer first qualification in Santanense center company training vehicle drivers. For this analysis we used consolidated techniques that measure the service offered meets the expectations of consumers, this technique was the SERVQUAL. With it was possible identify whether not perception exceeds consumer expectations and thus set points that may or may not be improved. The methodology has its typology characterized as descriptive, with quantitative approach and the procedure Survey. The questionnaire was applied to candidates for the first enable CFC Santanense in the period from August to September 2016, totaling 100 students (sample). With the results we understand what people mean by quality services and know the strengths and weaknesses of the organization. At study termination will be made some suggestions for the company to improve some variables that did not get very positive score.