Utilização da pesquisa de satisfação de clientes como ferramenta para decisões gerenciais e melhoria contínua
Year: 2003
Type: dissertation
Abstract: The main objective of this dissertation was to apply a satisfaction and importance research to identify the characteristics of the quality to subsidize a plan of improvements in the products and services important for the customer. In function of the main objective it is determined a procedure for application of the satisfaction and importance research for a electric equipment manufacture, seeking to assist to the requirement 8.2.1-Satisfaction of Customers of NBR ISO 9001:2000. In the theoretical referential I am analyzing customer's concepts, quality and satisfaction of customers, as well as the main changes of NBR ISO 9001. It was also approached in this revision the main market research stages emphasizing the elaboration of questionnaires for satisfaction researches and it’s application. Finally, I am approaching the head office importance x acting as tool for it analyzes of the data. The method that characterized the development of the present research was the use of the focus group (qualitative research) for determination of the characteristics of the important quality for the customer. These characteristics were contained in tree form in three levels (primary, secondary and tertiary). Starting from these characteristics the questionnaire is elaborated (quantitative research), that it was applied the customers of a electric equipment manufacture. In the analysis of the data it was used of the head office importance x acting for determination of the characteristics of the quality with smaller acting, then it was possible to identify in simple way which characteristics of the customer's quality should be prioritized in the plan of improvement of the company. Words Key: Satisfaction of customers, ISO 9001, Market research, focus group, Head office importance x acting.
Source: Americanae (AECID Library)
Author: César Pandolfi
Language: Portuguese
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W131521027