Resumo

KWAN-CHUNG, Chap Kau et al. Perception of the quality of service provided by the travel agency Apleno S.A. - Paraguay using the servqual model. Rev. ciente. UCSA [online]. 2022, vol.9, n.2, pp.103-111. ISSN 2409-8752.  https://doi.org/10.18004/ucsa/2409-8752/2022.009.02.103.

The study aims to determine the perception of the quality of service provided by the travel agency Apleno S.A. - Paraguay through the SERVQUAL model. It was based on a transactional and descriptive quantitative approach. The population was made up of 5,000 clients who participated in the last trip to Camboriú in 2019. The sample size was 357 participants through an online survey using a questionnaire made up of 22 questions and classified into five dimensions: Tangible elements (4), Reliability (5), Responsiveness (4), Security (4) and Empathy (5) adapted from Zeithaml, Parasuraman and Berry, sent via WhatsApp in June 2021 for convenience. The most relevant results were: Tangible elements (:6.6), Reliability (:6.5), Response capacity (:6.6), Security (:6.6) and Empathy (:6 .6), a fairly equitable balance between the dimensions analyzed. It is concluded that the strengths of the agency are modern infrastructure, attractive physical materials, reliability and friendliness of the employees, while the weaknesses are the fulfillment of promises on time and that the employees are usually busy to answer customers’ questions. In general, the perception of the quality of service is extremely satisfactory in the Apleno S.A.’s clients.

Palavras-chave : Services; tourist industry; perception; service industries; tourism; Paraguay.

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