Qualidade em Serviços e Dispositivos Móveis: Uma Análise a Partir da Aplicação do Modelo Servqual / Quality in Services and Mobile Devices: An Analysis From Application of Servqual Model

Thiago Assunção de Moraes; Amanda Queiroga Freire; Thaisa Hasse Bogoni Bachmann; Nelsio Rodrigues de Abreu

doi:10.12819/2017.14.4.2

Qualidade em Serviços e Dispositivos Móveis: Uma Análise a Partir da Aplicação do Modelo Servqual / Quality in Services and Mobile Devices: An Analysis From Application of Servqual Model

Thiago Assunção de Moraes, Amanda Queiroga Freire, Thaisa Hasse Bogoni Bachmann, Nelsio Rodrigues de Abreu

Resumo

O objetivo deste estudo é analisar a qualidade dos serviços prestados por meio de aplicativos desenvolvidos para plataforma móvel no setor de transporte urbano particular de passageiros. Foi utilizada a escala SERVQUAL como ferramenta de mensuração adaptada para o contexto de pesquisa, devidamente validada e aplicada por meio de questionário da plataforma Google Docs, em escala Likert de sete pontos. Com os resultados, evidenciaram-se as expectativas e percepções dos consumidores em relação aos serviços de transporte particular ofertados por intermédio destes aplicativos móveis, onde a comparação entre aquilo que é esperado e o que é efetivamente experimentado pelo consumidor é considerado mais crítico e, quanto maior for esse distanciamento, mais negativa é a percepção do usuário, necessitando, assim, uma maior prioridade de melhoria. Nesta pesquisa, as maiores diferenças estão nas dimensões que apresentaram maiores médias no módulo de expectativas referentes à confiabilidade, atendimento e segurança.

Palavras-chave: Qualidade em Serviços. Dispositivos Móveis. Servqual.

ABSTRACT

This study aims to analyze the quality of services provided through applications developed for mobile platform in the private urban passenger transportation sector. The SERVQUAL scale was used as a measurement tool adapted to the research context, duly validated and applied through a Google Docs platform questionnaire on a seven-point Likert scale. The results evidenced consumers' expectations and perceptions regarding the private transport services offered through these mobile applications, where the comparison between what is expected and what is actually experienced by the consumer is considered more critical, and the greater This distancing, more negative is the perception of the user, thus requiring a higher priority of improvement. In this research, the largest gaps are in the dimensions that presented higher averages in the module of expectations regarding reliability, service and safety.

Keywords: Quality in Services. Mobile Devices. Servqual.

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