Os 7P'S de marketing de serviços na empresa Jéssica Cabeleireira: a percepção dos clientes.

Abstract

In this report of Supervised Internship of the Administration course the perception clients of the Salon Jéssica Cabeleireira was analyzed with respect to the compound of the marketing mix of services used by the company. To reach the proposed goals, a survey of descriptive and quantitative nature was carried out using a questionnaire that was applied with a sample of sixty clients of the beauty salon. The results show that the company has been able to satisfy its customers with respect to the quality of the services rendered, the prices practicing are appropriate also for the current market, and the processes that the company has been running are also reliable according to the surveyed customers. However, there is a need for improvements on the part of the company regarding the square strategies, physical ambience and promotion strategies that were questions where the clients questioned presented a level of dissatisfaction. Thereby, the company was suggested changes like the creation of pages in social networks to publicize the work performed, improvements and adjustments related to the location of the company, and the suggestion of changes in the physical environment in which it has been acting. All suggestions have the purpose of making the company achieve the maximum satisfaction of clients and stands out in the market, looking for increase its clientele and consequently of its billing.