Análise da qualidade dos serviços prestados pela concessionária Navesa em Goiânia.

Abstract

This study aims to analyze the level of customer satisfaction at the Navesa dealership in Goiânia, seeking to understand how the quality of services and customer care influences consumer perception. A mixed-method approach was adopted, combining qualitative and quantitative elements through an interview with the service manager and the application of structured questionnaires to customers and employees. The research was guided by the question: How do customers evaluate the services provided by Navesa? The results indicate that the dealership presents relevant strengths, including good customer service, technical competence of the staff, adequate infrastructure, and recognition within the automotive sector. However, opportunities for improvement were also identified, especially regarding internal communication, process standardization, continuous training, and departmental integration. Based on these findings, strategic actions are suggested to enhance service quality, strengthen customer loyalty, and improve post-sales efficiency. It is concluded that continuous investment in service quality and process management directly contributes to higher customer satisfaction and reinforces Navesa’s competitive position in the regional market.