O atendimento aos clientes do Armazém Paraíba - Filial Sousa - PB: estou satisfeito ou não?

Abstract

This paper presents a study in the store warehouse Paraíba N. Claudino and Cia. LTDA, located in Sousa-PB and aims to verify the customer satisfaction level of service provided by the store. The quality of care is an important variable for organizational growth. With the rapid increase in the market due to globalization and the ease of expanding the information, companies should seek mechanisms to ensure customer loyalty and satisfaction, for the company to stabilize or grow the market where it operates. Thus there is a need to know the level is customer satisfaction or dissatisfaction, for the company to seek mechanisms that meets the demands of their consumers. There is an integration that starts with the customer approach, product sales and after-sales and this integration must meet the client so come back to buy the products because of trust established initially. This research is characterized as exploratory, descriptive non-probabilistic. The instrument used for this research was a survey using a structured questionnaire that deals with information relevant theme in a study applied at fifty (50) clients. Thus, a priori, the sample emphasized context, questions concerning the general characteristics of clients (sample), so as to better understand the results that will be discussed later. We conclude that the results of this study will serve as a basis for that company know its customers better. Data show that the company has invested in training of its employees and that the majority of respondents are satisfied with the care and services provided by the store. Therefore, this research has shown that customers understand the need for an efficient service and to reach their goals without wasting time and above all, the importance of trust of information passed on by their salespeople.