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.
