Quality of service in small and medium enterprises

Abstract

No matter the segment, enterprises are adding value to their final product through services. A service of quality can make the difference in the market. The purpose of this study is to determine whether the dimensions of SERVQUAL are adequate to the characteristics of the small business tourism segment in Brazil, whose customers are small and medium enterprises (SMEs). The research used a descriptive approach with a quantitative procedure, and the data was collected in two groups of customers. The conclusion was that the SERVQUAL questionnaire is an appropriate tool for the characteristics of SMEs and assesses the punctual quality of service. Besides, the inclusion of three questions of the SERVPERF questionnaire helped to identify whether the quality of service was converted into customer satisfaction or not. Additional research was suggested to identify why the service was considered of quality.