Qualidade de serviço e satisfação do cliente. O caso da manutenção de veículos leves
Resumo
A qualidade dos serviços e manutenção dos veículos apresentou problemas como falta de ferramentas atualizadas, escassez de suprimentos e peças de reposição, desconfiança, falta de pessoal qualificado e más condições de instalação nas oficinas automotivas. Por esta razão, o objetivo da pesquisa é analisar os fatores que influenciam a qualidade dos serviços de manutenção de veículos leves e a satisfação do cliente na cidade de Ambato. Uma pesquisa foi aplicada a 381 pessoas na cidade de Ambato e uma análise estatística exploratória de fatores foi aplicada. Como resultado, ela revelou cinco componentes principais: lealdade/satisfação, empatia, tangibilidades, capacidade de resposta e confiabilidade. Entretanto, é importante melhorar a compreensão das necessidades do cliente, a satisfação do cliente, a atenção personalizada, a cortesia, a cordialidade e o tempo acordado para o reparo do veículo. Por este motivo, é essencial oferecer a maior atenção possível com uma atitude amigável às reclamações e necessidades dos clientes.
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