TRABALHOS DE FIM DE CURSO @PUC-Rio
| Título: | ANALYSIS OF CUSTOMER SATISFACTION IN A CONVENIENCE STORE: THE CASE STUDY OF PRO-PIZZA | ||||||||||||
| Autor(es): |
MARCELO RODRIGUES PESSOA |
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| Colaborador(es): |
ANDRE LACOMBE PENNA DA ROCHA - Orientador |
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| Catalogação: | 27/JUL/2010 | Língua(s): | PORTUGUESE - BRAZIL |
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| 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. |
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| 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 |
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| DOI: | https://doi.org/10.17771/PUCRio.acad.15993 | ||||||||||||
| Resumo: | |||||||||||||
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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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