Qualidade em serviços de previdência complementar: uma aplicação da escala servqual

Abstract

The increased relevance of services in the economy makes it essential to study the concepts and tools for quality management for this type of activity. The gap model proposed by Parasuraman, Zeithaml and Berry declare that it is possible to measure quality in services through the difference between the expectations and perception of users, they also propose a five-dimensional scale to carry out this analysis. This study aims to evaluate the application of the SERVQUAL scale as an instrument to measure the quality of services offered by a pension fund in western Paraná, as well as to assess the dimensionality of this scale to this context. Pension Funds are non-profit organizations that manage resources with the aim of complementing social security benefits. Therefore, diagnosing the quality of services offered by these entities is essential for directing their activities in fulfilling their function of contributing to a dignified retirement and improving the quality of life of their participants. Data was collected through a survey applied to all participants of the studied entity, following the SERVQUAL scale's three-column model, the results shows that the service quality of the company is in the tolerance zone when evaluated by its customers. Data was processed using JASP software to apply confirmatory and exploratory factor analysis to evaluate the SERVQUAL dimensionality, it was possible to concluded that service quality at this context can be represented by two dimensions, the first one aggregated the items of empathy, insurance, reliability, responsiveness and the second on coincides with tangibles.