Proposta de melhoria dos serviços através da aplicação da matriz importância-desempenho: um caso em um tabelionato de notas da região Sul do Brasil

Abstract

In times of crisis and constant raise of competition, companies have to pay attention to their clients and to the market in matters related to strategies to become more competitive and lucrative. Therefore, identifying the criterial which consumers utilize to acquire a service, allows for a better guidance on the company`s strategies to achieve the clients’ expectations. The present work sought to propose improvements based on the level of quality of the services rendered by a notary office of the Campos Gerais’ region, through the importance-performance matrix. This tool assisted in the decision making of the improvement proposals by means of a satisfaction questionnaire applied to the clients of the establishment, and with it developed an analysis of the service, as well as a comparison with the existing competitors in the locality. It was established that five of the twelve criteria investigated might undergo improvement actions.