Publication
A qualidade dos serviços no setor da mediação imobiliária: a perceção dos consultores da REMAX
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Abstract(s)
O presente relatório de estágio surgiu no contexto do estágio realizado na Remax Expogroup, que decorreu entre outubro de 2022 e janeiro de 2023. No decorrer deste estudo, foi abordado o tema da perceção dos consultores sobre a qualidade de serviço, com o objetivo de posteriormente desenvolver uma ferramenta para colmatar os gaps existentes entre o serviço prestado e o que é percebido. Foi feito um focus group com consultores e aplicado o modelo SERVQUAL. Foi possível concluir que, na perceção dos consultores, existem vários gaps entre a expetativas dos clientes e a realidade do serviço que é fornecido na ótica dos consultores, nomeadamente na forma como é realizado a própria prestação de serviços. Sendo que existem 5 gaps de acordo com o focus group, um prende-se com a diferença entre a expetativa do cliente e a realidade no que respeita a apresentação dos consultores, o segundo com a diferença entre a expetativa do cliente e a realidade quanto ao tempo do serviço que é prestado, o terceiro aborda a diferença entre a expetativa do cliente e a realidade do serviço que é fornecido, o quarto diz respeito à diferença entre as expetativas do cliente e a segurança que é fornecida na realidade e por fim o ultimo diz respeito à diferença entre as expetativas do cliente e a realidade do serviço que é fornecido no que diz respeito à empatia.
This internship report emerged in the context of the internship carried out at Remax Expogroup, which took place between October 2022 and January 2023. During this study, the theme of the consultants' perception of service quality was addressed, with the aim of later developing a tool to bridge the gaps between the service provided and what is perceived. A focus group was held with consultants and the SERVQUAL model was applied. It was possible to conclude that, in the consultants' perception, there are several gaps between the expectations of the clients and the reality of the service that is provided from the consultants' point of view, namely in the way the services are provided. Since there are 5 gaps according to the focus group, one is related to the difference between the client's expectation and reality regarding the consultants' presentation, the second with the difference between the client's expectation and reality in terms of time of the service that is provided, the third addresses the difference between the customer's expectation and the reality of the service that is provided, the fourth concerns the difference between the customer's expectations and the security that is actually provided and finally the last one says respect for the difference between customer expectations and the reality of the service that is provided with regard to empathy.
This internship report emerged in the context of the internship carried out at Remax Expogroup, which took place between October 2022 and January 2023. During this study, the theme of the consultants' perception of service quality was addressed, with the aim of later developing a tool to bridge the gaps between the service provided and what is perceived. A focus group was held with consultants and the SERVQUAL model was applied. It was possible to conclude that, in the consultants' perception, there are several gaps between the expectations of the clients and the reality of the service that is provided from the consultants' point of view, namely in the way the services are provided. Since there are 5 gaps according to the focus group, one is related to the difference between the client's expectation and reality regarding the consultants' presentation, the second with the difference between the client's expectation and reality in terms of time of the service that is provided, the third addresses the difference between the customer's expectation and the reality of the service that is provided, the fourth concerns the difference between the customer's expectations and the security that is actually provided and finally the last one says respect for the difference between customer expectations and the reality of the service that is provided with regard to empathy.
Description
Keywords
Qualidade Serviço Marketing de Serviços Remax Expogroup