Avaliação da qualidade do atendimento em um centro de compras na cidade de Dourados / MS

Abstract

This work sought to analyze an important point for retailers in general, the satisfaction of their customers. Based on the narratives presented, the company object of this study, a shopping mall in the city of Dourados-MS belonging to the service sector, while performing its role in serving the consumer population of what it has to offer, as a result generates a perception about the quality of services delivered, according to the point of view of its customers, the problem was identified about the degree of customer satisfaction of a shopping center in the city of Dourados - MS, regarding the service received in the environments provided by it. Knowing the level of customer content is essential for the company as it can identify where it should act to increase the satisfaction of its consumers. In order to address this objective, the specific objectives were accomplished, which consisted of showing some satisfaction or consumer dissatisfaction questions, knowing how each customer profile judges to be attended to and comparing them through the SERVQUAL search method. The methodology used was qualitative and quantitative, considering the dimensions of the tool, using an organized and structured questionnaire with closed questions and multiple choice, provided by the Likert-type scale, which sought to discern the customer's demand and the degree of satisfaction in and the results showed that the majority of the respondents are female, and in all the questions they presented dissatisfaction when comparing what they expect to receive with what they receive. In this way, the Shopping Center Avenida Dourados has some opportunities for improvement in the services offered.