Avaliação da qualidade de serviços em uma empresa do setor de TI usando as metodologias SERVQUAL e Kano

Abstract

The importance of the service sector in the current socioeconomic context highlights the need to understand and study its particularities. According to the Brazilian Institute of Geography and Statistics (IBGE), the sector has seen significant growth, reaching its highest level since 2015. Therefore, the objective of this study is to apply the SERVQUAL and Kano methodologies to measure customer satisfaction based on surveys conducted with clients of the Information Technology (IT) company under study. The SERVQUAL and Kano methodologies were used to assess and identify the quality gaps related to the services provided by the company. The results of this research show that all the SERVQUAL dimensions evaluated by customers present negative gaps. However, among the five dimensions, the largest gaps were observed in the Reliability and Responsiveness dimensions. As for the Kano questionnaire, it was found that out of the six functionalities analyzed, only two are not considered indifferent by customers, with one categorized as Attractive and the other as Performance. It is recommended that the SERVQUAL and KANO methodologies be applied periodically to monitor user perceptions regarding the improvements made. These improvements may include training, the creation of user manuals, and the optimization of system infrastructure and code to reduce the identified gaps. Conducting these ongoing evaluations will enable the company to adjust its strategies proactively, ensuring that customer expectations are consistently and effectively met.