Marketing - Pesquisa de Satisfação dos Clientes na J. P. Beppler

• Autor(a) principal: Beppler, Anthony Paul
• Data de Publicação: 2020
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Universitário da Ânima (RUNA)
• Texto Completo: https://repositorio.animaeducacao.com.br/handle/ANIMA/16097
• topic: Marketing. Satisfação. J. P. Beppler

Customer satisfaction depends on the service and if their needs have been met, if they are not satisfied, they will not return to the company. The aim of this study was to analyze the customer satisfaction at J. P. Beppler Agropecuária e Material de Construção. The present study was a survey, in the form of a questionnaire, which contained some socio-demographic questions and ten multiple-choice. The focus was to analyze the customer satisfaction in regards to the company, service, products and infrastructure. The survey was carried out at the company, where customers voluntarily answered the questionnaires. In all, 18 questionnaires were applied, with factors that could influence the results, both by age range and sex or education level, thus it was found an average age of 38 years. Among the ten multiple-choice questions, most of them had positive results, while in none of the questions was the worst option selected. The question with the highest number of negative responses was about after-sales, where 55% of respondents think after-sales is just regular. For a better analysis of the company's strengths and weaknesses, the SWOT matrix was used. Thus, the vast majority of J. P. Beppler customers are satisfied with the services. Some actions were proposed for the company to correct the problems found in this research, such as the better use of CRM (Customer Relationship Management). As future work, was suggested a study on the cash flow.