Abstract
In order for a new product to achieve the expected success, it is necessary that the author of the projectâs design be able to offer a service with quality and in accordance with what the client expects. However, due to the unique characteristics of the services, it is difficult to measure their quality. Due to this difficulty, the SERVQUAL tool was developed, aiming to quantify the quality of the service provided by comparing expectations and perceptions of customers. The main objective of this research is to evaluate the quality of the services provided by a product development organization using the SERVQUAL tool. Therefore, through a case study, 37 of the studied company clients received a questionnaire. The main results of the research were the validation of the use of the SERVQUAL as a tool to evaluate the quality of the services of a product development company, the reliability dimension has the greatest discrepancy between expectations and perceptions, and the empathy dimension represents the strength of the organization studied.
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