2025-09-262025-09-262018-12-07GUERREIRO, Rafael Pereira; ARCHER, Renato Augusto Pereira. Análise e avaliação da estratégia de qualidade de uma empresa do setor de serviços de manutenção a partir da aplicação da ferramenta Servqual. 2018. Trabalho de Conclusão de Curso (Graduação em Engenharia de Produção) – Universidade do Estado do Pará, Belém, 2018.https://bibliotecadigitaldetcc.uepa.br/handle/riuepa/667This work consisted in studying, to analyze and to evaluate the Quality Strategy in a company of the segment of maintenance services, located in the city of Belém. The objective of the work was to show the importance to do research in this area and to define if exists an alignment among the quality strategy communicated by the company and noticed by their managers and the quality noticed by their customers of maintenance contracts. For that, firstly, it was elaborated and applied a questionnaire for five managers, based on the Strategic Map of the company, where the topics of the map were related with the quality dimensions of the Servqual scale. Then, the company’s Strategy Quality was mapped. It was applied to a customers’ base that posses maintenance contracts the Servqual questionnaire, which was adaptaded for the company’s specifications, with three columns: one to measure the appropriate level of service (minimum), one to measure the customers’ expectation and one to measure the noticed quality level of the offered service. Then, several analyses were accomplished, where the authors could be identified the main gaps in services rendered by the company. To conclude, a comparison was accomplished among the obtained results of managers’ answers and the customers’ answers, where it was ended that alignemnt exists among managers’ perception and costumers’ perception, except in the dimension Safety.Língua PortuguesaAbertoServqualServicesQuality gapsQuality in servicesService quality strategyQuality dimensionsTrabalho de Conclusão de Curso (TCC)