Níveis de serviço pós-venda e a satisfação do consumidor: caso de uma loja agropecuária

Abstract

The objective of this work was to describe the after-sales service of an agricultural store and the satisfaction of the clients with the services provided by the company Regarding the methodology, a survey was conducted on the satisfaction of consumers with the services of an agricultural store , located in São José does Belmonte-PE, active in the agriculture sector. Where it trades from inputs that are allied to the provision of services. This study was carried out during the period from 04/22/2019 to 05/10/2019, in which the qualitative form, the sales relations and the service relations were analyzed. Services, which will be based on a study on the elements of trajectory and post-crisis, so that the company and the verification of confidence in relation to the inputs and services provided. For this study, the data collection was performed with the users and professionals of the store, through the use of forms, for each group. The performance will be made in a universe of 200 customers, which is the average monthly number of different store customers. The first request was presented to 20 store customers, corresponding to 10% of customers. During the research, the impact that the communication between seller and consumer, as well as the efficiency in the rendering of services, was observed, aiming at customer satisfaction, when they are attended and accompanied by a technically qualified and good-natured individual. On the representativeness of the company vis-à-vis the local market. The search for economic growth of a company must be allocated to a search for customers with the products and services offered, such as the forms and elements of transaction and post-war established by the organization.