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Adaptação da Escala SERVQUAL para Avaliação da Qualidade dos Serviços na Construção de Edificações Multifamiliares

DOI: http://dx.doi.org/10.15600/1679-5350/rau.v12n2p136-158

http://www.raunimep.com.br/ojs/index.php/regen/index

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Gabriel S. Milan1, Marcelo B. C. da Silva2, Deonir de Toni3 & Fabiano Larentis4

 

Resumo: Este trabalho objetivou desenvolver uma compreensão de como os clientes percebem a qualidade dos serviços na construção habitacional. Utilizando como referência a Escala SERVQUAL, foi implementada uma pesquisa do tipo survey. A pesquisa foi operacionalizada em nove empresas, onde 33 empreendimentos foram avaliados, resultando em 130 casos válidos. Por meio da Análise Fatorial, buscou-se avaliar os atributos e as dimensões que compõem a qualidade do serviço neste setor. Como resultado, chegou-se a 22 atributos agrupados em três dimensões (Competência, Confiabilidade e Responsividade), resultando em 71,68% da variância explicada, configurando estas dimensões como uma Escala SERVQUAL modificada. A partir desta escala, pôde-se identificar e avaliar as discrepâncias existentes na qualidade dos serviços no sentido de direcionar as empresas a maximizar a qualidade nos serviços e a satisfação dos seus clientes. Os resultados dos gaps apontaram para valores negativos em todos os atributos e dimensões da qualidade dos serviços identificados.

Palavras chave: qualidade em serviços, determinantes da qualidade, Escala SERVQUAL, construção civil.

 

Abstract: This work aimed to develop an understanding of how customers perceive service quality in construction housing. Using as reference the SERVQUAL Scale, it has been implemented as a survey. The research was implemented in 33 projects of nine companies, resulting in 130 valid cases. By means the Factor Analysis has been used to evaluate the attributes and dimensions that comprise service quality in this sector. As a result, it was found 22 attributes grouped into tree dimensions (Competence, Reliability and Responsiveness), resulting in 71.68% of the explained variance, setting these dimensions as a modified SERVQUAL Scale. From this scale, we could identify and evaluate the existing discrepancies in the quality of service in directing the companies to maximize service quality and customer satisfaction. The results of the gaps pointed to negative values in all attributes and dimensions of service quality identified.

Key words: service quality, service quality dimensions, SERVQUAL scale, construction.

 

1 (Universidade de Caxias do Sul) gabmilan@terra.com.br
2 (Universidade de Caxias do Sul) mbcsilva@ucs.br
3 (Universidade de Caxias do Su) DToni2@ucs.brl
4 (Universidade de Caxias do Sul) flarenti@ucs.br

 

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