Avaliação dos serviços prestados em uma concessionária no departamento de vendas de veículos zero km: um levantamento de dados

Abstract

Announce to the existing competition in the new vehicle market, in order to retain customers, it is necessary to provide them with a differentiated service, a point that customers recognize the excellence in the level of service they received, generating in them a perception of value. This study aims to evaluate the perception of customers in relation to the services provided at a dealership that sells vehicles zero km located in the city of Uberlandia / MG through the analysis of responses in the satisfaction survey conducted by the automaker represented by the dealership. The analysis is specific to the responses given by customers who purchased zero km vehicles between January 1, 2021 and August 9, 2021, totaling 183 responses related to scores on a scale representing the level of satisfaction, in addition to praise, complaints and suggestions for improvement. The methodology used is a descriptive research from a case study collecting information through data collection and systematic observation and work analysis. The results show how the operations carried out by the company in the service process contribute to increasing the level of customer satisfaction and also the actions taken by the concessionaire, reducing the negative effects of the Coronavirus pandemic.