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Advisor(s)
Abstract(s)
A qualidade do serviço e a satisfação do cliente são dois pilares fundamentais que qualquer empresa deve ter em consideração. Uma empresa que participa ativamente num mercado competitivo e que trabalha essencialmente para exportação deve ser criteriosa no desempenho do departamento do Service. O modo como a qualidade do serviço e a satisfação do cliente interferem no desempenho do departamento do Service são conceitos relevantes e que não podem ser menosprezados. O objetivo deste trabalho final de mestrado, foi, através da experiência adquirida durante o estágio realizado pelo autor, durante seis meses na Adira Metalforming Solutions, S.A., compreender o impacto que a qualidade do serviço e a satisfação do cliente têm na performance do departamento. Iniciou-se o trabalho com uma pesquisa acerca dos conceitos qualidade do serviço e satisfação do cliente, aplicando também conhecimentos adquiridos em unidades curriculares do mestrado como por exemplo Gestão da Qualidade e Lean Thinking para descrever os modelos de Qualidade, e Marketing de Serviços no que diz respeito às interações entre clientes e serviços. Posteriormente foi necessário encontrar modelos de avaliação destes dois conceitos para averiguar quais os modelos seriam mais adequados para implementar na Adira.
O desenvolvimento pelo autor da aplicação “Help-Desk” contribuiu para a diminuição do tempo de resposta ao cliente e para prestar um serviço mais eficaz. Ao mesmo tempo serviu para elaborar ideias que serão úteis para o departamento do Service e que o tornarão certamente mais competente, organizado e eficiente.
Service quality and customer satisfaction are two fundamental pillars that any company should consider. A company that actively participates in a competitive market, and that works primarily for exportation must be careful in the performance of the Service department. The way that the service quality and customer satisfaction interfere with the performance of the Service Department is very important and this concepts can’t be overlooked. The ultimate goal of this repot was through the experience gained during the internship by the author for six months in ADIRAMetalforming Solutions, SA understand the impact that the service quality and customer satisfaction have in the performance department. The work started with a research about the concepts of service quality and customer satisfaction it was also applied knowledge acquired in courses such as Gestão da Qualidade e Lean Thinking to describe models of service quality Marketing de Serviços regarding the interactions between clients and services. Later it was necessary to find models for evaluating these two concepts to understand which of these techniques would be important to implement at Adira. The author developed an application named "Help Desk" which contributed to the decrease of the response time to customer and to provide a more effective service. At the same time it helped to develop ideas that will be useful for the Service department to become more competent organized and efficient.
Service quality and customer satisfaction are two fundamental pillars that any company should consider. A company that actively participates in a competitive market, and that works primarily for exportation must be careful in the performance of the Service department. The way that the service quality and customer satisfaction interfere with the performance of the Service Department is very important and this concepts can’t be overlooked. The ultimate goal of this repot was through the experience gained during the internship by the author for six months in ADIRAMetalforming Solutions, SA understand the impact that the service quality and customer satisfaction have in the performance department. The work started with a research about the concepts of service quality and customer satisfaction it was also applied knowledge acquired in courses such as Gestão da Qualidade e Lean Thinking to describe models of service quality Marketing de Serviços regarding the interactions between clients and services. Later it was necessary to find models for evaluating these two concepts to understand which of these techniques would be important to implement at Adira. The author developed an application named "Help Desk" which contributed to the decrease of the response time to customer and to provide a more effective service. At the same time it helped to develop ideas that will be useful for the Service department to become more competent organized and efficient.
Description
Keywords
Serviço Qualidade do serviço Satisfação do cliente Modelos de avaliação Service Service quality Customer satisfaction Evaluation models