LIRA, J. R. P.; LIRA, Jean Roberto Pires.
Résumé:
The Customer satisfaction, due to the emergence of new technologies, means that companies have
to worry more about strategies for the market and the consumer. Thus the perception of quality that
the customer complains in attendance is on the expectations created before the service is provided
or purchase of the product. In this context the present study was to evaluate the perceptions of
customers about the service at Station Fuel City in Uiraúna - PB. For this, research it is a case study,
quanta with descriptive procedure, developed in the City Gas Station. The sample included 70
clients of the organization and data collection instrument revolved around a semi-structured
questionnaire. In Theoretical referential theoretical bases have been addressed in the history of
Marketing and concepts, the relationship marketing and customer satisfaction. The results and
discussions were characterized as client profile of the post of Fuel City; The customer satisfaction
level in relation to the care provided by employees and the benefits valued by customers in its
relations with that organization. The study showed that the City Fuel Station uses a business
philosophy based on partnership with the customer. The level of satisfaction were evaluated mostly
as excellent as it is in this regard that the Fuel Station City stands out in relation to competition,
thus making a difference. Thus it was concluded that the good quality and competence in service,
the company is increasingly gaining new customers and loyalty of current, thus contributing to
your business growth.
