Service quality on utilities maintenance: an analysis of internal customers perception performed in a manufacturing company

Abstract

The proposal of this work is to analyse the quality dimensions of internal services performed by a subcontracted utilities maintenance in a manufacturing company at São Paulo city. A field research was performed, of exploratory nature, by using data collection with a questionnaire of an adapted SERVQUAL scale. This scale compares the customers expectations and their perceptions related to associated attributes of services nature. The data were statistically analysed and the difference between the expectation and perception, named as “gap”, was measured in each dimension. The conclusion was one of analysed items, the gap was zero (difference equals to zero). However, in all other dimensions the quality level was below the expectation, what demonstrates that there are opportunities of improving on service quality performed by utilities maintenance company.