This study aimed to monitor and identify the attributes that influence customer satisfaction of Spoleto shopping Tijuca. The information resulting from this study has great relevance to the owners of the studied franchise, to other franchisees of the network and brand. Authors like Richard Oliver, Michael R. Solomon, Valarie A. Zeithaml, Parasuraman Anantharanthan, William G. Zikmund, Naresh K. Malhotra and David A. Aaker were used in the theoretical basis of the study. A descriptive quantitative research with a sample composed of 185 convinced by respondents was held. This study was delimited to costumers of Spoleto shopping Tijuca who are at least eighteen (18) years old. The results show that overall the customer is satisfied, but there are some points that could be improved in the company. Among the search results aspects employee interaction with customers, cleaning and store physical space can still be improved by managers. However, it was found that the improvement aspects of the product and business models should be improved by the mark.