Satisfação na qualidade no atendimento: estudo de caso numa empresa no segmento de confecções

Abstract

Customer satisfaction is based on the quality of service, since winning a customer is not easy, companies are constantly wanting to differentiate themselves and looking for strategies to remain prominent in the market. The general objective evaluated the perception of satisfaction and quality in the provision of services by a clothing company in the city of Uberlândia-MG. This study used the RSQ (Retail Quality Service) scale by Dabholkar, Thorpe and Rentz (1996) as a research tool. In data collection, a questionnaire was used that was applied online through Google Docs, to approximately 110 (one hundred and ten) customers in the period from October to November 2023. The usefulness of the RSQ scale was corroborated, highlighting it as the main point of company social interaction and the owner's helpfulness in resolving problems. Based on these results, the company will be able to use the information collected to further improve the quality of its services, always seeking to meet customer expectations and keep them satisfied.