Análise da satisfação dos clientes: um estudo de caso na perspectiva da qualidade no atendimento em uma empresa varejista de confecções do município de Acari - RN

• Autor(a) principal: Silva, Janaina Luana de Morais
• Data de Publicação: 2018
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43514
• topic: Estratégias; Strategies; Fidelização; Loyalty; Satisfação; Satisfaction; Serviços; Services; Qualidade.; Quality

Given the high competitiveness in business and the incessant search for differentiation in the market, the organizations start from the purpose of creating strategies capable of retaining and retaining customers. Based on this premise, the present work was developed with the objective of analyzing the level of customer satisfaction from the perspective of the quality of care in a clothing retailer company in the municipality of Acari - RN. For theoretical background, the study was constituted with concepts about the retail, its characteristics, and the understanding about the thematic of the quality in services. As methodological procedures, the research is classified as to its nature, as applied. From the point of view of technical procedures, in terms of means, it is classified with a bibliographical and field research, and in terms of purposes, it is classified as descriptive. The study is a quantitative approach, since through the elaboration of a questionnaire it sought to measure the satisfaction of the clients inherent to the quality in the care of the company in question. The results indicated that customers are satisfied with the service provided by the store, and that this requirement should be used by the organization as a strategy to retain these customers and boost their sales in the midst of the competitive market. The company should focus its efforts on perfecting the points identified in the study that cause some kind of dissatisfaction to its clients. Realizing that the search for continuous improvement of its processes is the way to exceed the expectations of the customers and causes them satisfaction.