Um estudo comparativo da qualidade dos serviços e satisfação dos clientes no supermercado serve-bem no período de 2013 e 2014

Abstract

This study aims to identify customer satisfaction as the quality of services provided by Serve and supermarket. The research was made analysis of previous publications on the subject, observation and collection of information through structured questionnaire with closed questions that were applied in the years 2013 and later 2014. This is an exploratory, descriptive in the form of study Case, who tried to answer the following objectives: to determine customer perception of the quality of services offered, identify the strengths and weaknesses relating to the provision of services and customer satisfaction. Data were analyzed qualitatively, comparing the results with the theoretical foundations of the topic. Overall, it was found that the aspect of the service, it is an intangible action, involving characteristics such as empathy, trust, security and attention. The results showed the quality of services Supermarket Serve Well, since in 2013 52% and 42% claimed estarembons are great, and in 2014 50% great, 46% good, surpassing by 87% the customer expectation by 84% is satisfied in both samples. After conducting the survey and comparison between them, it was evident that in the opinion of customers the supermarket has a good quality in your care, exceeding their expectations and leaving him satisfied, he is well regarded for its community, thus making the customer time more faithful.