CAVALCANTI, A.M.; CAVALCANTI, Ady de Melo.
Résumé:
With the spread of the various means of communication and the advent of the most modern
and advanced technology, the consumer is becoming increasingly demanding and well
informed, since they find themselves in a somewhat privileged position to trial quality of the
whole universe of products and services that are available on the market by the most diverse
organizations. Companies engaged in the insurance market, in particular, need to be attentive
to the way offering their services, constantly transmitting an image of confidence and security
to their clients, which trust them their property and personal assets. Accordingly, this research
aimed to diagnose the level of customer satisfaction of the branch of the cars from ManaÌra
Insurance Broker, after the occurrence of incidents with the property secured by contracts,
with a descriptive study of their perceptions of quality to enjoy the services requested. The
results showed that the company satisfactorily met the expectations of the majority of
customers, who saw a good level of quality both in the initial care as in post-sale. However, it
was found that it is necessary to implement improvements at critical points such as speed of
service, convenience and consistency of promises in order to enhance the retention of
customers and make them advisers of the business.
