Análise da satisfação dos clientes da marcenaria Conti móveis sob medida

Abstract

It is essential that companies should periodically assess the satisfaction of their customers, as well as, analyze whether they are meeting their expectations regarding the quality of services and products, in order to recognize and identify points of improvement, regardless of the branch in which is acting. Given this, this work had as main objective to analyze the level of satisfaction from the customers of the Conti Móveis Sob Medida joinery, located in Vila Cascata, interiorof Horizontina/RS. For this, a research with a quantitative approach and character descriptive. The data collection instrument was a structured questionnaire, consisting of 44 closed questions and 1 open question, answered by a sample of 70 carpentry customers in question. The study showed satisfactory results in relation to the Marketing mix, service and the ServQual tool. Based on the market mix variables, the company is satisfying customers in general, especially in relation to the variable of quality of furniture assembly, with the highest average of 4.80. from the tool ServQual, it was possible to identify that the joinery is exceeding customer expectations, therefore, with very close expectations and performance results. The highlighted variable was in the tangibility dimension, in the variable of quality equipment used in the assembly, with a positive perception of 0,35, being a result in line with the highlight of variable of the marketing mix. However, in relation to the instigated variable on the delivery of the furniture according to the deadline stipulated in the negotiation, the results pointed to lower positive perception, with only 0,07. Thus, it was possible to identify that the company should seek improvements in order for customers to obtain a better perception of the service that is provided, in which they will allow customer loyalty. Furthermore, it was possible highlight what are the main points that must be improved to prospect new customers, as well as improving the relationship with current customers.