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Authors
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Abstract(s)
Esta investigação tem como objetivo encontrar evidências empíricas acerca dos efeitos da implementação do TQM na satisfação dos clientes relativamente ao serviço prestado no restaurante que é alvo de estudo. O quadro teórico que dá corpo ao trabalho servindo como base de apoio para a compreensão global do estudo apresentado baseou-se numa revisão de literatura. A partir dos inquéritos por questionários realizados a 15 clientes verificou-se que esta ferramenta de gestão tem um efeito positivo significativo no desempenho organizacional e, consequentemente, no grau de satisfação dos clientes sendo este resultado consistente com a revisão de literatura.
This research aims to find empirical evidence about the effects of TQM implementation on customer satisfaction regarding the service provided in the restaurant that is being studied. The theoretical framework that lends support to the work as a basis for the overall understanding of the study presented was based on a literature review. From the questionnaires carried out to 15 clients, it was verified that this management tool has a significant positive effect on the organizational performance and, consequently, on the level of customer satisfaction, and this result is consistent with the literature review.
This research aims to find empirical evidence about the effects of TQM implementation on customer satisfaction regarding the service provided in the restaurant that is being studied. The theoretical framework that lends support to the work as a basis for the overall understanding of the study presented was based on a literature review. From the questionnaires carried out to 15 clients, it was verified that this management tool has a significant positive effect on the organizational performance and, consequently, on the level of customer satisfaction, and this result is consistent with the literature review.
Description
Trabalho realizado no âmbito da Unidade Curricular de Contabilidade de Gestão II, do 3º Ano do Curso de Administração Militar (Exército e GNR) lecionada pelos Tenente-Coronel de Administração Militar Paulo Jorge Alves Gomes e Major de Administração Militar Artur Manuel Vieira Saraiva.
Keywords
Total Quality Managment satisfação dos clientes Qualidade