A importância do atendimento na fidelização de clientes em uma empresa de engenharia

Abstract

This study aims to analyze how customer service influences client loyalty in an engineering company, highlighting how communication, technical clarity, and service posture affect trust and long-term relationships. The research is classified as applied, descriptive, and quantitative, using a structured questionnaire to evaluate clients’ perceptions regarding cordiality, transparency, responsiveness, and technical knowledge. The results show that customer service plays a central role in reducing information asymmetry in engineering services, strengthening the company’s credibility and increasing perceived security. Findings indicate that high levels of clarity in explanations, respect, reliability, and interest in clients’ needs directly influence repurchase intention and recommendation. Thus, it is concluded that customer service is not merely an operational activity but a competitive advantage that supports long-term relationships and contributes to the organization’s sustainable growth.