An evaluation of the quality of services provided in leader training centers using the SERVQUAL scale and the 5 GAPS mode

Abstract

The present work has as objective to evaluate the quality of the services provided, in two leader training centers (LTCs) in Santa María city - RS-Brazil, centering the research in the identification of the attributes and in the dimensions of the quality to evaluate if they overcome or they do not overcome the expectations of the clients and likewise the management of said centers. For the gathering of the data an adapted questionnaire of the SERVQUAL model was elaborated, using five dimensions of the quality in services. The research was developed through the multi case methodological approach. The data were processed with the software Statistica 7.0. Excel and Sphinx Lesxica. The conclusions show that in general these enterprises present satisfactory results in relationship to the clients' and enterprise managers' satisfaction, but quality should not be confused with the satisfaction as some aspects were classified with unacceptable quality.