Avaliação da qualidade em serviços: relevância da qualidade dos serviços da organização para a obtenção do sucesso no atendimento às expectativas dos clientes; o caso da mips - serviço internacional de portos de Moçambique, SARL

Abstract

This work aims to assess the quality of services offered by the International Ports Service of Mozambique, SARL (MIPS) and analyze how it allows you to successfully meet customer expectations. With the research, it is intended to contribute to the identification of the main attributes of the service provision process that can promote the image of an organization and, however, positively influence its performance from the perspective of customers. The main reason that led me to develop work on this topic was the interest in awakening the academic community, the business community and society in general about the need for organizations to be concerned with the quality of services they offer their customers and their continuous improvement. For this purpose, using the SERVQUAL scale proposed by Zeithaml et al (apud Eleutério & Sousa, 2002), adjusted to the context of the organization, a survey was carried out on the expectations and perceptions of service quality with customers in the five quality dimensions proposed by the authors of the method. The results (general average of the performance of perceived quality -2.027) reveal that the quality of services offered by MIPS is not satisfactory, and therefore does not allow the achievement of success in meeting the expectations of its customers. The results also revealed that MIPS is an organization oriented to its internal systems and procedures, and not to the customers as it is underlying in the definition of its mission. The main limitation of this work is that, considering that people's perceptions and expectations are dynamic, the results presented here have temporary validity, so more space is open for further research. (TRADUÇÃO NOSSA)