A gestão da qualidade dos serviços na Aquarium Clínica e Pet Shop

Abstract

This study’s main objective is to assess the level of satisfaction of Aquarium Clínica e Pet Shop customers in relation to the quality of the services provided. To achieve this objective, it was outlined the following specific objectives: to raise the socioeconomic profile of external clients of the company; to evaluate the services provided by the company through the variables that determines the quality of services based on the SERVQUAL scale; to identify the weaknesses related to the services and the flaws in the company's structure and in the services that causes dissatisfaction to the client. In order to base the research, it was presented subjects such as: marketing, relationship marketing, service marketing, quality of services, SERVQUAL scale and quality dimensions, customers and customer satisfaction, as well as the state of the art. The research was classified as qualitative and descriptive. The instrument was the questionnaire, with closed questions, and sampling by accessibility, it was interviewed fifty clients. For the data treatment, it was used SPSS Statistics to cross-reference several variables and Microsoft Office Excel to create and analyze tables and graphs. The analysis was based on the Likert scale. With the results achieved, it was found that, in general, customers are well satisfied with the quality of the company's services and staff, but specific issues such as better organization of parking, greater agility in services and greater attention in after sales services should guide the next steps for the managers to reach the apex of all customers’ satisfaction.