Análise de satisfação como estratégia de ganho de mercado e produção de serviços

Abstract

Keeping and developing a small business nowadays is not an easy task, especially when the country faces an economic crisis of change of government. The present work has the theme Satisfaction analysis as a strategy of market gain and service production, listing the favorable and unfavorable points, considering aspects such as Environment, Service, Price and Products. We then applied questionnaires with a sample of 35 clients and a bibliographic survey, with the general objective of verifying the level of customer satisfaction, specifically analyzing the level of satisfaction considering the quality of products and identifying the factors that influence the degree of satisfaction, this was done with the intention of listing in the chosen company which factors were out of date and needed a more specific vision for projects to be developed. Through this analysis it was concluded that Marmitaria Sabor da Aurora has a pleasant concept in relation to the satisfaction of its customers, having a loyal customer base that brings security to a possible investment in marketing projects.