A QUALIDADE DOS SERVIÇOS COMO FATOR CONTRIBUINTE PARA O AUMENTO DA SATISFAÇÃO DOS CLIENTES: UM ESTUDO NO SETOR DE RESTAURANTES

Abstract

The theme of this monograph is all about customer satisfaction and this study raises some answers to the following question: What factors determine that the restaurant get a higher degree of customer satisfaction, through services? The overall objective was to identify and raise the factors linked to services that can be decisive for the restaurant get a higher degree of customer satisfaction and the specific objectives were defined to show the main factors that contribute to customer satisfaction and stand next to same, what factors may contribute to increased satisfaction and thus assess the quality of services rendered by the focus of this study. Will be held in this study literature searches and field research, being used as technical procedure, an interview through structured questionnaire, made the company's customers in order to raise their preferences and evaluate the quality of services provided. This study was justified because of the need that the company has to know opinions, perspectives and expectations of its customers regarding the services offered, considering the need to promote increased satisfaction of customers. It is concluded that customers of the restaurant focus of this study, consider the most important variables to increase their satisfaction, the ambience of the place of care and courtesy. It is not unreasonable to assume that this fact is a function of the client seeking specific products and services, where your desire is to find a warm, caring and educated staff.