O efeito da qualidade dos serviços na retenção dos clientes: um estudo em uma escola de idioma de São Paulo / The effect of quality of services on customer retention: a study in a Sao Paulo language school

Authors

  • Kambou Sie Kevin

DOI:

https://doi.org/10.34117/bjdv5n8-023

Keywords:

Qualidade de Serviços. Servqual. Escola de Idiomas

Abstract

O setor de escolas de idiomas vem crescendo a cada ano e se intensificou desde o anúncio da Copa do Mundo de 2014 e as Olimpíadas de 2016 ocupando assim posição de destaque na economia do Brasil. No entanto, é importante medir a qualidade dos serviços para saber se os mesmos estão sendo prestados de acordo com as expectativas dos clientes. O presente estudo teve como objetivo identificar e medir o efeito da qualidade dos serviços percebidos dos clientes de uma escola de idiomas da cidade de São Paulo. Para o efeito, foram consideradas as dimensões da qualidade de serviço do SERVQUAL (tangibilidade, fiabilidade, capacidade de resposta, segurança e empatia). Os resultados mostraram que, embora a escola tenha que avaliar melhor os itens tangíveis oferecidos, deve atentar-se aos itens em que os alunos depositam suas maiores expectativas, estando estes relacionados ao atendimento dos funcionários para responder as solicitações dos alunos.

 

 

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Published

2019-08-16

How to Cite

Kevin, K. S. (2019). O efeito da qualidade dos serviços na retenção dos clientes: um estudo em uma escola de idioma de São Paulo / The effect of quality of services on customer retention: a study in a Sao Paulo language school. Brazilian Journal of Development, 5(8), 11467–11483. https://doi.org/10.34117/bjdv5n8-023

Issue

Section

Original Papers