摘要：Buscando entender a qualidade na prestação de serviços, Parasuraman, Zeithaml e Berry desenvolveram o modelo da Lacuna do Cliente, o qual identifica a diferença entre o serviço esperado e o serviço percebido pelos clientes. Este estudo buscou aplicar e testar o modelo da Lacuna do Cliente, no Centro de Documentação e Informação (CDI) do SEBRAE Pernambuco. O teste do modelo foi realizado por meio da análise de correlações entre as variáveis que geram a Lacuna do Cliente. Foram realizadas entrevistas e aplicação de questionário. Observou-se que as variáveis da lacuna do cliente assumem comportamento de acordo com o previsto pelo modelo e que o desempenho percebido se relaciona de forma mais intensa com a lacuna do cliente.↓Searching to understand services quality, Parasuraman, Zeithaml and Berry developed the CustomersGap Model, which identifies the difference between the waited service and the service perceived for thecustomers. This study intends to apply and test the Customers Gap Model at SEBRAE Pernambuco, specificallyin the CDI (Documentation and Information Center). The test of the model was carried through by means ofcorrelations between the variables that generate the Gap of the Customers. Interviews and application ofquestionnaire were performed. It’s able to observe that the variables that made the customers’ gap assumebehavior according to the model principles and that the perceived performance get stronger relations withcustomers’ gap.
其他摘要：Searching to understand services quality, Parasuraman, Zeithaml and Berry developed the CustomersGap Model, which identifies the difference between the waited service and the service perceived for thecustomers. This study intends to apply and test the Customers Gap Model at SEBRAE Pernambuco, specificallyin the CDI (Documentation and Information Center). The test of the model was carried through by means ofcorrelations between the variables that generate the Gap of the Customers. Interviews and application ofquestionnaire were performed. It’s able to observe that the variables that made the customers’ gap assumebehavior according to the model principles and that the perceived performance get stronger relations withcustomers’ gap.
关键词：Administração; Ciências Sociais Aplicadas; Gestão;Lacuna do Cliente; Qualidade em Serviços; Expectativa; Qualidade Percebida; Encontros de Serviços.;Customer’s Gap; Services Quality; Expectancy; Perceived Quality; Services Encounters
