Evaluating the perception of quality in training services through the Servqual model.

Abstract

This study applied the Servqual model in consulting and training companies to assess the service quality perceived by customers. A mixed methodological approach was used, combining surveys and semi-structured interviews with 125 customers in the central area. The results indicated a slightly positive service quality index (0.01), with dimensions such as security and empathy exceeding expectations. Critical areas for improvement were identified in responsiveness and reliability, presenting significant negative gaps of -0.12 and -0.04, respectively. The conclusions suggested prioritizing the improvement of customer service and the updating of training materials. This study contributed to the field by validating the Servqual model in a specific business context and highlighting the importance of personalization in service, proposing future lines of research focused on participatory and flexible methodologies in training.