Aplicação do método Servqual no setor de provedores de internet na cidade de Passos - MG: Uma análise da qualidade em serviços

Abstract

The central theme of this study is the evaluation of the quality of service provided by Internet providers in the municipality of Passos-MG, based on the SERVQUAL method. The general objective is to apply this method to analyze the excellence of the services provided, while specific objectives include evaluating the obtained results, identifying common areas that need improvement, and analyzing the service level of the provider. The adopted methodology was qualitative and involved case studies. A literature review was conducted to support data analysis. Data collection was carried out through an anonymous questionnaire administered via Google Forms during October 2023, targeting users of the Passos-MG Internet service provider. The results were analyzed and categorized into the six domains of the SERVQUAL methodology: tangibility, reliability, responsiveness, assurance, empathy, and demographic analysis of the respondents. The research revealed generally positive customer perceptions, highlighting areas of satisfaction and suggesting improvement opportunities. The analyzed companies should focus on aspects such as modernization, clarity of information, improvements in digital services, and continuous strengthening of customer relationships to achieve excellence in delivering Internet services.