Aplicação do método (AHP) contribuindo para a busca da sustentabilidade em uma empresa de construção civil

Abstract

In today's business overview, consumers are increasingly demanding when consuming the services of organizations. Sustainability is a broad and indispensable term in all professional, business and human activities. Based on this, the objective of this study is to evaluate the quality of services with an emphasis on sustainability through the SERVQUAL method in addition to the 4P's of services and the AHP method to reach the best alternative in a civil construction company located in the central region of Rio Grande do Sul. The 4 P's of services (Profile, Process, Procedure, People) related to SERVQUAL and the AHP method were used. For that, an exploratory/descriptive case of study was developed. The results showed that the most important criterion is People (60.13%) and the alternative that best contributes to the overall objective of the study was "A", which refers to the creation of a favorable environment (54, 70%). Thus, it is perceived that this action is an important element and through it the employees tend to be more apt to accomplish the activities focused on sustainability.