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Título: ANALYSIS OF CUSTOMER SATISFACTION IN A CONVENIENCE STORE: THE CASE STUDY OF PRO-PIZZA
Autor(es): MARCELO RODRIGUES PESSOA
Colaborador(es): ANDRE LACOMBE PENNA DA ROCHA - Orientador
Catalogação: 27/JUL/2010 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=15993@1
[en] https://www.maxwell.vrac.puc-rio.br/projetosEspeciais/TFCs/consultas/conteudo.php?strSecao=resultado&nrSeq=15993@2
DOI: https://doi.org/10.17771/PUCRio.acad.15993
Resumo:
This article is about a survey`s satisfaction. The target was Pro Pizza`s clients. Pro Pizza is located in a gas station in São Conrado, a neighborhood in Rio de Janeiro. In this study was found factors that influence the clients’satisfacition. Using a conceptual base SERVQUAL, a group of 37 clients was interview. After the survey, was possible to know the main reasons that the clients prefer to go to Pro Pizza, such as: Service’s Quality, Quality X Price, Employee’s Service, Availability, Agility and Friendly Environment. Overall, this study showed that Pro Pizza is doing a great job, focused in always improves the client’s satisfaction.
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