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Título: CONSUMER SATISFACTION RESEARCH CASE: ESSENTIALIS - BEAUTY INSTITUTE
Autor(es): PATRICIA VELLOSO PELUSO DE OLIVEIRA
Colaborador(es): LUIS FERNANDO HOR MEYLL ALVARES - Orientador
Catalogação: 11/JUN/2008 Língua(s): PORTUGUESE - BRAZIL
Tipo: TEXT Subtipo: SENIOR PROJECT
Notas: [pt] Todos os dados constantes dos documentos são de inteira responsabilidade de seus autores. Os dados utilizados nas descrições dos documentos estão em conformidade com os sistemas da administração da PUC-Rio.
[en] All data contained in the documents are the sole responsibility of the authors. The data used in the descriptions of the documents are in conformity with the systems of the administration of PUC-Rio.
Referência(s): [pt] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=11758@1
[en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=11758@2
DOI: https://doi.org/10.17771/PUCRio.acad.11758
Resumo:
Essentialis - Beauty Institute is a hairdresser salon, where service quality and customer attendance is a top priority. Although it has been operating during the last six years, it has never been done any survey regarding customers satisfaction related to services given from the point of view of the customers. Since the market is more competitive and to offer differentiated service is a must it was concluded the necessity to identify the current level of satisfaction of the customers and also to have a better understanding of the process of evaluation used by customers to evaluate the services, so that better decisions ate taken.
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