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- Title
A INFLUÊNCIA DAS DIMENSÕES DE QUALIDADE DOS SERVIÇOS NA SATISFAÇÃO DO CLIENTE: UM ESTUDO EM UMA CAFETERIA NA CIDADE DE CARUARU-PE.
- Authors
da Silva, Rosilda Angelo; Barra Nova da Silva, Maria Aparecida
- Abstract
Identifying the criteria that the customer uses to judge the quality of a service is still a challenge for most companies in the industry. Offering a service involves not only the core service, but a set of ancillary services that have the potential to influence customer satisfaction. This study aims to identify the dimensions of the services that influence the satisfaction of customers of a cafeteria in the city of Caruaru-PE. In order to operationalize the study, a bibliographical research was carried out in order to broaden the understanding about the researched subject. From the ontological point of view the research is from quantitative nature. Data were collected through a questionnaire and analyzed statistically. The results pointed out three dimensions that exert more influence on customer satisfaction: consistency, tangibility and service/atmosphere.
- Publication
Veredas FAVIP: Revista Eletrônica de Ciências e Cultura, 2017, Vol 10, Issue 1, p5
- ISSN
1679-1746
- Publication type
Article