SILVA, C. S.; SILVA, Camila Soares da.
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.
