Serviços ao cliente como estratégia de relacionamento: um estudo sobre a satisfação e a lealdade do consumidor em uma rede supermercadista

Abstract

In the last twenty years there have been an increasing number of companies that chose strategies to establish a relationship with their clients. In consequence, several studies concerning the Relationship Marketing have been developed with the purpose to identify which type of strategy is more accepted by the clients and to evaluate the efficiencies of these actions in obtaining the loyalty at clients. Therefore, this study intends to analyze the effects of the level of the service satisfaction and costumer loyalty within a supermarket company. The SERVQUAL (Parasuraman et al. 1988 e 1991) model was used to compare the expectations and the perceptions of the clients. A survey was conducted and 402 clients of 14 stores of the company were interviewed, from 28th October until 30th November 2005. The results were obtained through the Factorial Analysis and afterwards Linear Regression showed that from the 22 variables of perception of the quality of the service that were tested, only the ones which are part of the factors Confiability e Tangible influenced positively in the relationship between the company and its clients. At the end, the final considerations were presented as well as the limitations of the study.