Expectativas e percepções da qualidade dos serviços contábeis nas academias de atividade física de Santa Maria

Abstract

The present study presented a study about the perception of the quality that the physical activity academies inferred about the services offered from the accounting offices, these opticians of Simples Nacional, in the second half of 2017, located in the municipality of Santa Maria. The theoretical framework was elaborated based on questions that elucidated the work as a whole, composed of concepts, quality and evaluation of services, and the method used in the application of the research was SERVQUAL. As for the applied methodology, it was considered as quantitative and descriptive as to its objectives. In order to achieve the objective of this study, we collected questionnaires that served as a basis for quality evaluation. After the data collection, they were used for the elaboration of spreadsheets, determining the perceived quality of each dimension. The results were demonstrated in graphs. It was concluded that the evaluation of the quality of a service was of paramount importance in a highly competitive market in its current day. The evaluation also indicated the degree of importance of the dimensions and that the perception of the accounting services did not exceed its expectation.