omer loyalty and the success of organizations. In the veterinary market, which is more competitive, understanding what customers think is very important to improve management and ensure good services. Therefore, this study aimed to identify the main gaps found in the bathing and grooming service and Veterinary Clinic of a small Pet Shop, through the SERVQUAL tool. This is a qualitative and quantitative case study with a descriptive objective, using the SERVQUAL tool, which measures five dimensions of quality: reliability, understanding, security, empathy and tangibility. The population consisted of 376 clients, with a sample of 100 randomly chosen participants. The results had 39 respondents and showed that all dimensions analyzed had failures, that is, the service provided was below the expectation of customers. The biggest differences were seen in the areas of reliability and tangibility, showing that there is a need for improvements in the companys space and in the way services are done. It is concluded that the use of SERVQUAL is an important tool to find failures in the delivery of services and guide management actions, including staff training, improvement of physical space and offering better communication, to optimize the quality of services provided.