The quality of service and its influences on customer relationships in the clothing and accessories sector
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Research, Society and Development |
Texto Completo: | https://rsdjournal.org/index.php/rsd/article/view/14288 |
Resumo: | The search for quality has become constant in several areas, including customer service, as it is an opportunity that the company has to achieve customer satisfaction and retention, also, through a lasting relationship with customers. The objective of the research is to analyze the quality of the service and its influences on the relationship with the customer in the clothing and accessories sector. The research methodology is classified as descriptive, quantitative with the use of a closed questionnaire applied to 219 clients, and qualitative with the use of an interview script. The results showed that the results of the research demonstrate that the quality of the service did not influence the relationship with the company's client. It was conclusive that the quality of the service has not influenced the Relationship with the Customers of the Clothing Store in the State of Tocantins and accessories, as the company's service was evaluated in a positive way, framing in a quality service. |
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The quality of service and its influences on customer relationships in the clothing and accessories sectorLa calidad del servicio y sus influencias en la relación con el cliente en el sector de ropa y accesoriosA qualidade do atendimento e suas influências no relacionamento com o cliente no setor de vestuários e acessóriosCustomerServiceQualityRelationship.ClienteAtendimentoQualidadeRelacionamento.ClienteServicioCalidadRelación.The search for quality has become constant in several areas, including customer service, as it is an opportunity that the company has to achieve customer satisfaction and retention, also, through a lasting relationship with customers. The objective of the research is to analyze the quality of the service and its influences on the relationship with the customer in the clothing and accessories sector. The research methodology is classified as descriptive, quantitative with the use of a closed questionnaire applied to 219 clients, and qualitative with the use of an interview script. The results showed that the results of the research demonstrate that the quality of the service did not influence the relationship with the company's client. It was conclusive that the quality of the service has not influenced the Relationship with the Customers of the Clothing Store in the State of Tocantins and accessories, as the company's service was evaluated in a positive way, framing in a quality service.La búsqueda de la calidad se ha convertido en una constante en varias áreas, incluida la atención al cliente, ya que es una oportunidad que tiene la empresa para lograr la satisfacción y retención del cliente, también, a través de una relación duradera con los clientes. El objetivo de la investigación es analizar la calidad del servicio y sus influencias en la relación con el cliente en el sector de la confección y complementos. La metodología de investigación se clasifica en descriptiva, cuantitativa con el uso de un cuestionario cerrado aplicado a 219 clientes y cualitativa con el uso de un guión de entrevista. Los resultados mostraron que los resultados de la investigación demuestran que la calidad del servicio no influyó en la relación con el cliente de la empresa. Fue concluyente que la calidad del servicio no ha influido en la Relación con Clientes de la Tienda de Ropa en el Estado de Tocantins y complementos, ya que el servicio de la empresa fue evaluado de manera positiva, enmarcando en un servicio de calidad.A busca pela qualidade se tornou constante em diversas áreas, inclusive no atendimento ao cliente, pois é uma oportunidade que a empresa possui para conseguir a satisfação e retenção dos clientes, também, por meio de um relacionamento duradouro com os clientes. Objetivo da pesquisa é analisar a qualidade do atendimento e suas influencias no relacionamento com o cliente no setor de vestuários e acessórios. A metodologia da pesquisa é classificada como descritiva, quantitativa com a utilização de um questionário fechado aplicado com 219 clientes, e qualitativa com a uso de um roteiro de entrevista. Os resultados apontaram que os resultados da pesquisa demonstram que a qualidade do atendimento não influenciou no relacionamento com o cliente da empresa. Foi conclusivo que a qualidade do atendimento não tem influenciado no Relacionamento com os Clientes da Loja de roupas no Estado do Tocantins e acessórios, pois o atendimento da empresa foi avaliado de forma positiva, se enquadrando em um atendimento de qualidade.Research, Society and Development2021-04-12info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/1428810.33448/rsd-v10i4.14288Research, Society and Development; Vol. 10 No. 4; e32410414288Research, Society and Development; Vol. 10 Núm. 4; e32410414288Research, Society and Development; v. 10 n. 4; e324104142882525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/14288/12731Copyright (c) 2021 Priscilla Silva França; Marcos José Almeida Matias; Mônica de Souza Lima; Denise Barros de Azevedohttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessFrança, Priscilla Silva Matias, Marcos José Almeida Lima, Mônica de Souza Azevedo, Denise Barros de 2021-04-25T11:21:26Zoai:ojs.pkp.sfu.ca:article/14288Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:35:26.875410Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false |
dc.title.none.fl_str_mv |
The quality of service and its influences on customer relationships in the clothing and accessories sector La calidad del servicio y sus influencias en la relación con el cliente en el sector de ropa y accesorios A qualidade do atendimento e suas influências no relacionamento com o cliente no setor de vestuários e acessórios |
title |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
spellingShingle |
The quality of service and its influences on customer relationships in the clothing and accessories sector França, Priscilla Silva Customer Service Quality Relationship. Cliente Atendimento Qualidade Relacionamento. Cliente Servicio Calidad Relación. |
title_short |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
title_full |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
title_fullStr |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
title_full_unstemmed |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
title_sort |
The quality of service and its influences on customer relationships in the clothing and accessories sector |
author |
França, Priscilla Silva |
author_facet |
França, Priscilla Silva Matias, Marcos José Almeida Lima, Mônica de Souza Azevedo, Denise Barros de |
author_role |
author |
author2 |
Matias, Marcos José Almeida Lima, Mônica de Souza Azevedo, Denise Barros de |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
França, Priscilla Silva Matias, Marcos José Almeida Lima, Mônica de Souza Azevedo, Denise Barros de |
dc.subject.por.fl_str_mv |
Customer Service Quality Relationship. Cliente Atendimento Qualidade Relacionamento. Cliente Servicio Calidad Relación. |
topic |
Customer Service Quality Relationship. Cliente Atendimento Qualidade Relacionamento. Cliente Servicio Calidad Relación. |
description |
The search for quality has become constant in several areas, including customer service, as it is an opportunity that the company has to achieve customer satisfaction and retention, also, through a lasting relationship with customers. The objective of the research is to analyze the quality of the service and its influences on the relationship with the customer in the clothing and accessories sector. The research methodology is classified as descriptive, quantitative with the use of a closed questionnaire applied to 219 clients, and qualitative with the use of an interview script. The results showed that the results of the research demonstrate that the quality of the service did not influence the relationship with the company's client. It was conclusive that the quality of the service has not influenced the Relationship with the Customers of the Clothing Store in the State of Tocantins and accessories, as the company's service was evaluated in a positive way, framing in a quality service. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-04-12 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/14288 10.33448/rsd-v10i4.14288 |
url |
https://rsdjournal.org/index.php/rsd/article/view/14288 |
identifier_str_mv |
10.33448/rsd-v10i4.14288 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://rsdjournal.org/index.php/rsd/article/view/14288/12731 |
dc.rights.driver.fl_str_mv |
https://creativecommons.org/licenses/by/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
https://creativecommons.org/licenses/by/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Research, Society and Development |
publisher.none.fl_str_mv |
Research, Society and Development |
dc.source.none.fl_str_mv |
Research, Society and Development; Vol. 10 No. 4; e32410414288 Research, Society and Development; Vol. 10 Núm. 4; e32410414288 Research, Society and Development; v. 10 n. 4; e32410414288 2525-3409 reponame:Research, Society and Development instname:Universidade Federal de Itajubá (UNIFEI) instacron:UNIFEI |
instname_str |
Universidade Federal de Itajubá (UNIFEI) |
instacron_str |
UNIFEI |
institution |
UNIFEI |
reponame_str |
Research, Society and Development |
collection |
Research, Society and Development |
repository.name.fl_str_mv |
Research, Society and Development - Universidade Federal de Itajubá (UNIFEI) |
repository.mail.fl_str_mv |
rsd.articles@gmail.com |
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1797052832560447488 |