Nível de satisfação dos clientes de um centro de formação de condutores de Dourados-MS

Abstract

This paper presents the results of a survey with first-time customers, which aimed to analyze the level of student satisfaction of a Driver Training Center located in the city of DouradosMS. Customer satisfaction survey enables managers to obtain information to act with a greater understanding of the services provided, assisting in the identification of problems and providing the implementation of improvements. This research was classified as a descriptive one having a quantitative approach, the data collection instrument used was the questionnaire, in which it was applied to first-time customers of the Driver Training Center that was in the practical part of the process at the moment that the research was applied. In reporting the results of this research, it was found that there is a significant percentage of students' satisfaction with the services provided, but some attributes need to be improved and suggestions were given during the course of the work.