The AHP method contributing to quality in services with the aid of the 4 P’S in a civil constructure

Abstract

The objective of the study is to evaluate a quality of service, using 4 P’s, and the AHP method, to obtain the best alternative for a construction, located in the central region of Rio Grande do Sul. (Profile, Process, Procedure, People), characterizing a case study. The results reported the criterion that has the highest degree of importance for a company under study. It reached 60.13%, the criterion People and an alternative that best contributes to the overall objective for an “A” that refers to a creation of a favored environment (54.70%). Thus, the business environment is increasingly uncompromising as organizations, requiring that they adapt to the needs of people in an integrated way, especially when it comes to employees. On the other hand, the result found is important, to encourage employees to participate in training to become even better professionals in their activities.