Quality of service provided to MGS customers: a case study with SERVPERF application

Abstract

The services sector is increasingly prominent in the global economy, with a share of gross domestic products above the production of goods in large industrialized countries such as the United States and the United Kingdom. The services related to the maintenance of the facilities, in particular, always represent a great expense of resources for the organizations, since they are activities of nature indispensable for the development of any organization. In this segment, MGS, a public company of the State of Minas Gerais, is a company that measures the quality of services provided to customers through the SERVPERF instrument. Giving quality of services is a great challenge for companies, certainly more difficult than performing the same measurement in the production of goods. In view of the results, it was possible to verify that MGS services have an acceptable level of quality and it is possible to infer that, if there is not full satisfaction, clients are not dissatisfied with the quality of services. In addition, it is noted that the reliability of the questionnaire applied was attested, considering the results achieved by Cronbach's alpha. Quality measurement and monitoring are key steps in the pursuit of continuous improvement, and therefore customer satisfaction, and must be taken as challenges by any organization seeking success.