Percepção da Qualidade em Serviços Contábeis: Estudo de Caso em um Escritório Contábil em Foz do Iguaçu/PR

Objective: The objective of this study is to evaluate the quality perceived by the service rendered from an accounting office, located in Foz do Iguaçu PR, through the application of the Servqual scale. Background: The need for customer satisfaction in relation to the quality of service offered by the accounting offices and the overcoming of what is perceived in relation to the expected can be a key point of behavioral intentions and the loyalty of the client, thus reducing the pressure exerted by the client. competition. To measure the expected and perceived quality, one can use the Servqual Scale. Method: Descriptive research, of quantitative nature, developed in the form of a questionnaire sur-vey with the Servqual Scale in a case study. The population of this research is the clientele of an accounting office, located in the city of Foz do Iguaçu. For the analysis of data, we used descriptive statistics, correlation coefficient, difference of means, Test T. Results: It was observed that the general averages for the dimensions were positive, although some of the variables presented negative GAPs. Negative gaps are precisely the issues that are most char-acteristic of accounting service, where the manager must be more zealous, being related to the ful-fillment of promised deadlines, updated and error-free records, accuracy in reporting the start and completion of a service and immediate care. Contributions: In addition to identifying the dimensions that generate expectation and satisfaction in the clientele in the accounting services sector, the possibility of identifying points of concern and improvement that help in the quality management of the sector under analysis. Objetivo: O objetivo deste estudo é avaliar a qualidade percebida no serviço prestado em um escritório contábil localizado em Foz do Iguaçu PR, por meio da aplicação da Escala Servqual.Fundamento: A necessidade de satisfação do cliente em relação à qualidade do serviço oferecido pelos escritórios de contabilidade e a superação do que é percebido com relação ao esperado, podem ser um ponto chave da intenção comportamental e da fidelidade do cliente, diminuindo assim a pressão exercida pela concorrência. Para mensurar a qualidade esperada e percebida, pode-se utilizar da Escala Servqual.Método: Pesquisa descritiva, de natureza quantitativa, desenvolvido sob a forma de levantamento por questionários com a Escala Servqual em estudo de caso. A população desta pesquisa foi a clientela de um escr