Service Quality Management: the search for a differential by small companies in the supermarket sector in the northwest of the state of São Paulo.

Abstract

In such a competitive market, to be active is a fundamental factor for the company. It is xx necessary to give the consumer greater attention and mainly to the general factors of the company. The total quality is a factor that differentiates the companies in the market and its habitual practice, focused on the important element, that is, the consumer. It is necessary that the entrepreneur uses his/her tools on behalf of the consumers, both internal and external. It is essential to plan actions with the eyes turned to the changes that happen in the market. The differential lies on those who desire it and seek for it as an ally. In this sense, a field research was accomplished with xx small supermarkets xx xx from northwest of São Paulo state, with the objective of verifying the importance of the quality in services for the xx supermarkets in their everyday management aiming at verifying if the quality in service xx helps the company to improve its participation in the market. Those data were analyzed with SPSS software and it was demonstrated that the company, which is concerned with the quality has a good performance in the market. Key-Words: Total quality; Services; Supermarkets