MELHORIA DOS SERVIÇOS PRESTADOS: APLICAÇÃO DO SERVQUAL RELACIONADA AOS 4 P'S DE SERVIÇOS.

This work includes a study of an organization, located in northern Rio Grande do Sul. Organizations are seeking to understand the expectations of its customers, because the more approaches this idea, the greater chances of offering quality services. To achieve the proposed objectives, we seek through this research to understand the perceptions of respondents about the quality of services, using the method of the 4 P's services (Profile, Processes, Procedures, People) related to the SERVQUAL tool in a languages company. The work features a case study, also being considered a descriptive exploratory study of approaches, quantitative and qualitative. Data were collected through a questionnaire to 134 students and 9 employees. To analyze the information we used the SPSS 20 (Software Statistical Package for the Social Sciences) and Microsoft software Excel®.Com Based on the results, it was revealed that company needs to invest in human resources. For, as the perception of the customers the quality proves ideal. However, investment in this area is to contribute to a better performance of the professionals who make up the organization. As a suggestion it is recommended to carry out further research such as: organizational climate, innovation in services. [ABSTRACT FROM AUTHOR]