AVALIAÇÃO DA QUALIDADE DO SERVIÇO DE APRECIAÇÃO TÉCNICA DE MODELO SOB O PONTO DE VISTA DO CLIENTE UTILIZANDO A ESCALA SERVQUAL

Abstract

In this study the Servqual scale was used to evaluate the type evaluation service s (ATM, in its Portuguese acronym) quality through the client's point of view in order to identify the occurrence of gaps between their expectations and perceptions about the service. This service is performed by Inmetro s Legal Metrology Directorate and is destined to evaluate measuring instruments types in order to determine if they fulfill all mandatory requirements to be sold in Brazil. The main clients are companies who manufacture or import all sorts of regulated measuring instruments. Servqual s Three-Column format was used to inquire 325 companies who used the service between January 05 and July 09. Results showed where the service performance didn t reach the client s expectations and also where it didn t reach the minimum service level, becoming service weaknesses whose need for corrections is critical. Corrective actions have been presented based on concepts proposed by well-known authors, intending to help on ATM s quality improvement tasks.