Loading...
Publication
Relação entre a Qualidade de Serviços e a Satisfação do Consumidor: Estudo do caso: Dr. Bayard – Fábrica de Rebuçados Bayard, Lda
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.14 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Dentro do Sector de Serviços, o que maior notoriedade tem, é o Sector de Satisfação do Cliente. O objectivo deste trabalho é de compreender como a qualidade de serviço pode influenciar a satisfação do cliente/consumidor.
Para isso, foi realizado um levantamento de campo numa loja utilizando uma abordagem qualitativa e quantitativa. Estudámos algumas dimensões da qualidade de serviço, materializadas nos dois inquéritos realizados, para medir a força do relacionamento entre satisfação de cliente e qualidade de serviço.
As conclusões do estudo mostraram uma existência na relação entre a qualidade percebida e satisfação. Este estudo contribuiu para que os profissionais da área tenham um maior entendimento sobre as necessidades dos clientes, de forma a satisfazê-los, permitingo também uma melhor gestão das estratégias criadas na empresa.
Within the Sector of Services, the Customer Satisfaction Sector is the one with greater notoriety. The purpose of this work is to understand how the quality of service can influence on customer/consumer satisfaction. For this, a survey was conducted in a store, using quantitative and qualitative approaches. We studied some dimensions of the quality of service materialized in the two surveys conducted to measure the strength of the relationship between customer/consumer satisfaction and quality of service. The findings of the study showed an existence in the relationship between perceived quality and satisfaction. This study is going to contribute to the professionals of the area to have greater understanding of the needs of customers/consumers, in order to satisfy them, also enabling better management of the strategies created in the company.
Within the Sector of Services, the Customer Satisfaction Sector is the one with greater notoriety. The purpose of this work is to understand how the quality of service can influence on customer/consumer satisfaction. For this, a survey was conducted in a store, using quantitative and qualitative approaches. We studied some dimensions of the quality of service materialized in the two surveys conducted to measure the strength of the relationship between customer/consumer satisfaction and quality of service. The findings of the study showed an existence in the relationship between perceived quality and satisfaction. This study is going to contribute to the professionals of the area to have greater understanding of the needs of customers/consumers, in order to satisfy them, also enabling better management of the strategies created in the company.
Description
Keywords
Qualidade de serviços Clientes Consumidores Satisfação Dr. Bayard – Fábrica de Rebuçados Bayard, Lda