A percepção dos clientes sobre a qualidade dos serviços prestados no Instagram pela loja Mary Rommanel

Abstract

The quality of online services has become an important factor both for customer satisfaction and for making an organization more competitive in its market. Based on this, this work aims to evaluate the quality of services of a virtual store, from the perception of its customers. The survey sought to answer the following question: what is the perception of customers regarding the quality of online services provided by Mary Rommanel through Instagram, considering the perspective of self-service and the roles played by the seller? The research is characterized as exploratory and descriptive, having as a technical procedure, the case study. And it results in a positive perception of customers, regarding the services provided, with emphasis on the salesperson's response time regarding customer demands (via chat); the willingness to solve problems, answer questions; and, the transmission of confidence, delivering to the customer what he expects, in the right place and at the time appropriate to his need