Avaliação da qualidade dos serviços prestados aos clientes pelo Supermercado Game filial caso: Cidade de Maputo

Abstract

Quality control through studies of process capacity, inspection by sampling and planning of experiments form a very important set of tools in its application and improvement. In this sense, the aim of this work was to evaluate, according to the customers' perception, the quality of services provided by Game supermarket in Maputo city from the perspective of the Servqual model, but with some adaptations to the language of services provided by Game. Conducted in the second half of 2008, the survey included the participation of 384 customers distributed in 11 neighborhoods of urban district No. 1 using the convenience sampling technique. For the analysis of the research, dimensions related to Reliability, Tangibility, Receptiveness, Security and Empathy were considered. In general, the perceived quality assessment for these services was considered average for practically all dimensions. Notwithstanding these factors, this study also presents a comparison bdtween the dimensions evaluated and the method of the main components of factor analysis, responsible for extracting five new dimensions: Tangible Elements, Confidence in the Company, Promptness, Empowerment and Communication and Understanding of customers. Finally, the model for evaluating the quality of services showed that there is much to be done to achieve the supermarket's main objective, which is customer satisfaction (TRADUÇÃO NOSSA)