Evaluation of the Quality of Services of an Online Risk Registration System of a Metallurgical Company in the City of Barcarena-PA
DOI:
https://doi.org/10.33448/rsd-v11i6.29331Keywords:
SERVQUAL; Service quality; Customer; Expectation; Perception.Abstract
This article aims to evaluate the quality of service provided by an online system of accident risk records of a metallurgical company in the city of Barcarena-PA, using the SERVQUAL model to quantify and compare users' expectations and perceptions. Based on this, two questionnaires were applied: The first, to collect data on expectations, and the second referring to users' perceptions. To carry out the data collection, the Google Forms tool and printed questionnaires distributed on the factory floor were used. Data processing was done in Microsoft Excel software, where it was possible to identify the main gaps in the system. In all, 48 people voluntarily participated in the satisfaction survey. Finally, the information was obtained and the results were explained in the conclusion. All the information later served as a basis for the development of a system improvement and migration project.
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Copyright (c) 2022 Manoel Pedro Lobato Neto; Harley dos Santos Martins; Rafaela Pimenta de Miranda
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