Análise do grau de satisfação dos clientes da química Moura em relação á qualidade dos serviços oferecidos.

Abstract

With the expansion of the market retail the organizations they pick more and more alternatives about to satisfy the necessities from the customers and confront the competition. Thus businessmen are fetching on quality from the service a head start. The gift I study was in-depth as of this date a research realized on company “Química Moura”, located in Campina Grande, Paraíba, what she markets products chemicals. The principal objective from research is diagnose on perception from the customers the level of quality from the service provider by company study , via the tool denominative “SERVQUAL” , identifying the zones fortifications & the most unsuccessful , indicating the sectors that require besides investment , according to the brand of its services appraised bristles customers. For if treat from a company what she acts into the bunch retail, & necessity from a clientele faithful about to the success , justified - if the preoccupation with the perception from the customers the hedge from the service provider by Chemistry Toil. To develop the search, was used the descriptive method, with research of field at study of wed. On analysis from the results detecting the levels of expectations & perceptions among the customers of the company, & concluded as the customers considerate the services from Chemistry Toil satisfactory in most from the questions presented.