Estudo aplicado ao comércio varejista: análise do clima organizacional e da satisfação do consumidor da empresa vitrine da arte

• Autor(a) principal: Dantas, Gilberto José
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/41734
• topic: Varejo; Satisfação do cliente; Clima organizacional; Retail; Customer satisfaction; Organizational climate

This paper presents the results of a survey that aimed to analyze the degree of customer satisfaction and organizational climate of the company Vitrine Art in retail branch products for crafts, located in the city of Natal-Rn. In addition, the study also focused on making a retail market study in Natal, showing the importance of the emergence of trade in older neighborhoods. The work was divided into three stages. First, a abort the theoretical framework about retail was done, its appearance and its characteristics, second was made the presentation of the Art Vitrine company, its history, its suppliers and the sectors of the store and finally was made a research method exploratory and descriptive involving research with questionnaires, both forcustomers and for employees. In the descriptive stage, it elaborated a questionnaire, which was applied for 55 guests of Art Showcase. From the results, it was found that customers mostly are satisfied with the aspects analyzed, another questionnaire was designed to assess the organizational climate of 16 employees, who also had satisfactory result, when most replied that sintia proud to work at company.