Avaliação do nivel de satisfação dos clientes com os serviços prestados pela santapira lodge

Abstract

Nowadays, the business environment has become increasingly challenging in relation to the requirements for those who offer both products and services in the market. The general objective of this study was to evaluate the level of customer satisfaction with the services provided by SantaPira Lodge, and the specific objectives were (I) to collect data on the reality of the services provided to the company's customers, (II) to critically and reflexively evaluate and analyze the data collected and (III) to develop and suggest improvements in the services provided. The research had both an exploratory and a descriptive qualitative and quantitative approach, and was supported by data collection methods involving structured interviews with management and the application of questionnaires with mostly closed questions, with employees and customers of the inn, taking the opportunity to understand, in addition to the customers' view, other views (internally, of management and employees) regarding the satisfaction of the services offered to these customers. The results are presented through descriptions, graphs, analyses, conclusions, and suggestions for improvements to the service.