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Taguatinga - DF
2017
FERNANDO HENRIQUE DE SOUZA FILGUEIRA
Taguatinga - DF
2017
FERNANDO HENRIQUE DE SOUZA FILGUEIRA
BANCA EXAMINADORA
Agradeo primeiramente a Deus, aos Orixs e aos meus pais por ter dado a
oportunidade de hoje pode executar esta atividade que ser de grande importncia
na minha caminhada para o futuro. Agradeo a todos que contriburam com a
elaborao deste trabalho em especial os professores Paulo Goulart, Andrea
Candida e Francisca que tanto me incentivaram e me passaram conhecimento de
forma impecvel durante todo o curso.
FILGUEIRA, Fernando Henrique de Souza. Gesto da Qualidade na Satisfao e
Fidelizao de Clientes na rea de Servios. 2017. Nmero total de folhas.
Trabalho de Concluso de Curso (Bacharelado em Administrao de Empresas)
Faculdade Anhanguera de Negcios e Tecnologia de Taguatinga (FACNET),
Taguatinga DF, 2017.
RESUMO
ABSTRACT
In this work, I will address a highly relevant topic in Business Administration, which is
quality management focused on customer loyalty and satisfaction in the service area,
the company where the study was conducted in the area of leisure and recreation . I
will point out the main causes of why customers delay or never return to it. The
overall objective of this work will be the presentation of a thorough analysis that will
demonstrate the main reasons why the company studied cannot retain its customers.
Using the methodologies of bibliographic research, which exposes the main
arguments of the authors who developed and / or studied the tools of quality
management as well as in relationship marketing, a mixed approach that is
fundamental for this type of research will present statistical data that demonstrate the
number of clients and also the list of the most consequential problems that led to the
problem question of this work, besides the method of observation that in my view is
the most indicated, because it shows particularities about a group. I will demonstrate
that one of the main causes of non-customer loyalty and poor customer service
followed by a non-existent after-sales company analyzed.
INTRODUO.............................................................................................10
1. IDENTIFICANDO OS PROBLEMAS....................................................12
1.1 OBSERVANDO OS PROCESSOS.......................................................12
1.2 LEVANTAMENTO DAS RECLAMAES.............................................13
1.3 FOLHA DE VERIFICAO....................................................................15
REFERNCIAS...........................................................................................17
10
INTRODUO
Segundo KOTLER, conquistar novos clientes custa entre cinco a sete vezes
mais do que manter os j existentes. Ento, o esforo na reteno de clientes ,
antes de tudo, um investimento que ir garantir aumento das vendas e reduo das
despesas.
12
1 IDENTIFICANDO OS PROBLEMAS
INDIFERENTE X
SATISFEITO X
MUITO X
SATISFEITO
X
NOME: IDADE:
REFERNCIAS