Analysis of the services quality of serra gaucha’s foreign trade advisors: an application of servqual scale
DOI:
https://doi.org/10.14488/1676-1901.v19i3.3328Keywords:
Quality. Services. Servqual. International Trade Advisors. Southern Brazil.Abstract
This study aims to evaluate the quality of the service provided by foreign trade advisers from Serra Gaucha, in southern Brazil, identifying the most important attributes and comparing the outcomes with another study carried out in 2009. The methodology used was quantitative descriptive, operationalized by a questionnaire based on the Servqual scale applied to managers of export and import companies that use such advisory services. The results indicate that the attributes reliability, tangibility, empathy and costs have statistical significance and explain almost 94% of customers’ overall evaluation. Because of this, it is recommended that companies develop and continuously monitor their performance on these attributes.Downloads
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