ATENDIMENTO AO PÚBLICO FEMININO EM OFICINAS MECÂNICAS

Um estudo no município de Parauapebas/PA

Abstract

Consumer perception is a metric that allows analyzing a trend in consumer behavior, in which companies must use their efforts to make products and services available in a differentiated way, making the consumption experience pleasant and personalized. Approaching this customer-focused organizational approach, which seeks to better understand consumer behavior and return decisions, companies have the opportunity to carry out performance analysis, adding factors that can generate greater satisfaction and fulfillment in the experience of client. This approach becomes even more essential to improve the relationship between company and customers in niches permeated by strong cultures and with few incentives for differentiation and improvement. In this sense, the research analyzes the service provided in mechanical workshops in the city of Parauapebas-PA, through the perception of female consumers and also those in charge of the workshops in relation to the quality of the services provided. The survey results demonstrate that customer satisfaction in relation to service and service is greater in relation to dealerships' workshops than in relation to independent machine shops.