Service Quality in the Supply Chain

The main objective of this study was to measure the level of service quality offered by suppliers that make up the supply chain of the motorcycle sector in the Manaus Industrial Hub, investigating whether the service quality offered by certified suppliers is superior to that of non-certified suppliers. The service sector has been growing every year and occupying a prominent position in the economies of all developed countries. However, in order to satisfy service customers, companies need to generate a value package that guarantees customer satisfaction, which means that the service must be performed correctly and meet consumer expectations. One of the best known and most recognized standards worldwide is ISO 9001. According to the Brazilian Association of Technical Standards (ABNT), the implementation of a quality management system represents the acquisition of an important tool that enables the optimization of various processes within the organization and also demonstrates a concern for the continuous improvement of the products and services provided.