ÁREA: 03. Quality Management

RESUMO:
Currently, growth in the service sector is notable, and therefore competitiveness expands. For companies to be prepared, it is necessary to work with a focus on quality, and for that, it is important to seek the ideal quality with the customer's vision, and thus achieve consumer loyalty. This qualitative and descriptive case study deals with the analysis of the service provided by a company called Alpha. That offers advisory and ceremonial services for events in the city of Crato, Ceará, Brazil. The objective of this research is to map the process using the "service cycle" and the "5 GAP'S" method. As a result, the company finds GAP 1 as the main problem, which is the failure in management's perception of consumer expectations and GAP 3, which is the failure to provide services in relation to delivery. In the improvement proposals, the 5W2H tool is use to assist in the construction of an action plan for the optimization of the process.

PALAVRAS-CHAVE:
service quality, 5 gap?s, ceremonial



DOI: 10.14488/ijcieom2020_full_0003_37211

AUTORES:

MARIA BRUNA DE OLIVEIRA BEZERRA BRITO
UNIVERSIDADE REGIONAL DO CARIRI

FRANCISCA JEANNE SIDRIM DE FIGUEIREDO MENDONÇA
UNIVERSIDADE REGIONAL DO CARIRI

ISIS DA SILVA VIEIRA
UNIVERSIDADE FEDERAL DE PERNAMBUCO

JOÃO BATISTA MENDES BARBOSA
UNIVERSIDADE REGIONAL DO CARIRI

AMANDA DUARTE FEITOSA
UNIVERSIDADE FEDERAL DE PERNAMBUCO