PRINCIPAIS FATORES MAXIMIZADORES DA SATISFAÇÃO DE CLIENTES: UM ESTUDO DE CASO EM UM POSTO REVENDEDOR DE COMBUSTÍVEL LOCALIZADO NA CIDADE DE GURINHATÃ-MG

Abstract

The theme of this monograph is to customer satisfaction. This study answers the following question: What factors are relevant for increasing the level of customer satisfaction regarding the service and products and services of a fuel service stations in the city of Gurinhatã-MG? The overall objective was to determine what these factors and the specific objectives were defined to show the main factors that contribute to the increased level of customer satisfaction through research bibliographies, identifying the customer profile and get next to them, what factors may contribute to increasing their satisfaction with the service and products and services offered by that station. In this study were performed literature searches and field research, being used as a technical procedure, an interview through structured questionnaire which was given to customers. This study was justified because of the need that the company has to know the opinion of its customers regarding the service and products and services offered, considering the need to promote increased satisfaction from such customers. We conclude that the most important factors to increase the level of customer satisfaction since the dealer fuels are: the variety of products and brand. It is not unreasonable to assume that this fact is a function of customers have a range of options to choose from and so are increasingly demanding.