Estudo comparativo entre oficinas mecânicas de diferentes regiões através de indicadores de qualidade centrados na satisfação do cliente

Abstract

This research aims to compare two mechanical workshops in different regions through quality indicators, which measured customer satisfaction in four different aspects. In the literature review, presents an theoretical approach to quality in the services sector as a way of differentiating the homonymous in the industrial sector. Sequentially verifies factors that influence quality in service provision focused on the client, emphasizing the importance of customer satisfaction. It also emphasizes the importance of indicators as a means to measure and control the quality by companies. For field research, structured interviews were conducted with both owners and with clients. Methods for conducting as well as for the analysis of data obtained in the survey were adapted from the methodology proposed by Rossi and Slongo (1997). The collected data were statistically worked through Microsoft Excel® software. As presentation of results, addition to measuring customer satisfaction through quality indicators, there was characterization of the surveyed workshops, comparison between classes of clients according to sociodemographic characteristics and comparison of the views of the owners and customers with respect to relative importance of the indicators surveyed. The data obtained showed a good level of overall customer satisfaction for both mechanical workshops surveyed. The analysis also serves as input for mechanical workshops assess the handicapped spots and set targets to increase customer satisfaction.