Qualidade na prestação de serviços: analise da satisfação dos clientes diante os serviços prestados pela J V Cunha Distribuidora de Alimentos.

• Autor(a) principal: Soares, Eduardo Augusto Azevedo Lima.
• Data de Publicação: 2015
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFRN
• Texto Completo: https://repositorio.ufrn.br/handle/123456789/43410
• topic: Cliente - Qualidade do serviço.; Distribuidora de Alimentos.; SERVQUAL.; Administração

Before the service sector growth, it has shown the importance of businesses devote greater attention to quality with which its services are provided. And the present study aims to analyze the customer's perception of the quality of services provided by the company J V Cunha Distributor Food where the quality of services that are offered from the perception of its customers is evaluated. It presents a survey using the SERVQUAL tool based on Conceptual Model of Quality of Service, whose basic principle compare expectations and customer perception based on five crucial dimensions of quality: visible tangible, reliability / credibility, responsiveness / readiness, security / domain, and empathy. To conduct this study used methods based on literature review, field research and questionnaires seventy-five customers, where five questionnaires were invalidated because they were not properly completed and for lack of necessary information that would compromise the results of the research, as well as a non-probabilistic sample was used, still having the same one descriptive character with a quantitative approach. At the end of the survey by Servqual analysis, it identified generally customers of J V Cunha Distributor Food not exceeded their expectations regarding their perception, showing their dissatisfaction with the services provided, even if the company has obtained an outcome not as satisfactory with regard to empathy, visible and tangible aspects responsiveness, the company obtained satisfaction on some characteristics of the safety aspects and reliability, which will enable to develop or improve loyalty strategies from existing customers, as well as capture strategies sporadic customers and plan structural improvements to better serve their customers. We also identified that the largest portion of our customers belong to the city itself consumers in which the company operates, your household income, gender, age and education level of each of our clients.