REAd. Revista Eletrônica de Administração (Porto Alegre)
versão On-line ISSN 1413-2311
ENGELMAN, Raquel; FRACASSO, Edi Madalena e BRASIL, Vinícius Sittoni. Perceived quality in services business incubation. REAd. Rev. eletrôn. adm. (Porto Alegre) [online]. 2011, vol.17, n.3, pp. 802-822. ISSN 1413-2311. http://dx.doi.org/10.1590/S1413-23112011000300009.
This study aims to assess the quality of services provided by a business incubator, based on comparisons between the perceptions of business managers of incubated firms and of the Coordination of an multi sector technology based incubator. The study was based on the Service Quality Model (SERVQUAL) of Parasuraman, Zeithaml and Berry (1985). The method is a case study based on interviews with the Coordinator of Incubator Raiar and the nine managers of incubated firms and also data from secondary sources. As to Gap 1 (not knowing the customer expectation), it was found that the Coordination knows the general expectations of the incubated firms, however the specific needs of each firm are not fully known. With reference to Gap 2 (not defining the service standards correctly), it was concluded that some services and processes need to be adapt to the firms' demands. Regarding to the Gap 3 (not performing the services within the standards established), there are differences between the perceptions of the Incubator and incubated firms on the performance of the services actually provided. In Gap 4 (not fulfilling what was promised), it was found that the communication from the incubator on the services to be provided, since the selection process to the end of incubation period, is consistent with the services actually rendered. The SERVQUAL Model proved useful in evaluating the services provided by the Incubator.
Palavras-chave : Service Quality Model - SERVQUAL; quality of service; incubators.