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Impacto da qualidade do serviço na satisfação do cliente
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ISBN10: 6209059295
ISBN13: 9786209059292
Publisher: Edicoes Nosso Conhecimento
Published: Sep 28 2025
Pages: 60
Weight: 0.21
Height: 0.14 Width: 6.00 Depth: 9.00
Language: Portuguese
ISBN13: 9786209059292
Publisher: Edicoes Nosso Conhecimento
Published: Sep 28 2025
Pages: 60
Weight: 0.21
Height: 0.14 Width: 6.00 Depth: 9.00
Language: Portuguese
A qualidade do serviço é considerada um dos factores de referência para o sucesso das empresas no mercado, sendo a satisfação do cliente uma consequência desta. A investigação tem como objetivo determinar o impacto da qualidade de serviço na satisfação do cliente na empresa Importadora Automotriz Flores. Para a realização da investigação, foi estruturado um quadro de referência contendo o enquadramento teórico e o enquadramento legal, sendo que o primeiro incorpora as bases teóricas e cientÃficas das variáveis da investigação, bem como a base legal que a suporta. A investigação é qualitativa de âmbito descritivo, as técnicas utilizadas para a recolha de dados foram: inquéritos e entrevistas e o instrumento foi o questionário do modelo SERVQUAL para medir a qualidade do serviço e o GOCAME para a satisfação do cliente.
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