A qualidade dos serviços dos postos de abastecimento de combustíveis de Chapecó-SC

Abstract

Companies should maintain an orientation to meet the needs of customers by providing quality services. The quality of services is a most important differentiating factors between companies, and helps in increasing their competitiveness. An important resource for improving the quality of services provided is conducting customer surveys. The objective of this study is to analyze clients' perceptions regarding the quality of services provided by fuels supply stations in the city of Chapecó-SC, in order to identify quality deficiencies and to propose alternatives for suppliers improve their quality standards in the services provided. For the production of this study a survey was carried out in order to quantify data of the target population of the research through an intentional sample of 294 clients. The data were collected in person with the use of a form composed of 12 questions formulated through the quality evaluation criteria identified in the service of fuel supply, focus of the research, a question for classification of importance and an open question for suggestions. Data analysis is qualitative and was performed using graphs and frequency distribution tables relating the variables to each other and to the theoretical reference. With the result it was possible to verify that in general the customers are satisfied or very satisfied with the quality of the service, except in relation to the criteria access, cost, product quality and attendance. From these criteria were identified the causes for the flaws with the use of the Ishikawa diagram and later were proposed alternatives of service improvement.