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Orientador(es)
Resumo(s)
Esta investigação aplicada tem como objetivo principal aferir o nível de satisfação dos clientes
e quais as suas intenções de comportamento quando visitam o Soho House Club em Berlim.
Como objetivos secundários, pretende-se determinar os atributos relacionados com os produtos
ou serviços que influenciam essa satisfação e intenções. Pretende-se também contribuir para o
conhecimento geral deste vasto estudo que é o estudo da satisfação do cliente nos serviços.
A metodologia utilizada nesta investigação foi uma metodologia quantitativa tendo sido
administrado um questionário a uma amostra não probabilística por conveniência de 123
clientes do Soho House Club em Berlim. Os dados foram posteriormente analisados com
recurso ao programa SPSS.
This applied research has as its main objective to measure the satisfaction of guests and their behavioral intentions when they visit the Soho House Club in Berlim. As secondary objectives, it is intended to determine the attributes related to the products or services that influence this satisfaction and intentions. It is also intended to contribute to the general knowledge of this vast study, which is the study of customer satisfaction in services. The methodology used in this investigation was a quantitative methodology and a questionnaire was administered to a non-probabilistic convenience sample of 123 customers of the Soho House Club in Berlim. The data was later analyzed and statistically treated using the SPSS program.
This applied research has as its main objective to measure the satisfaction of guests and their behavioral intentions when they visit the Soho House Club in Berlim. As secondary objectives, it is intended to determine the attributes related to the products or services that influence this satisfaction and intentions. It is also intended to contribute to the general knowledge of this vast study, which is the study of customer satisfaction in services. The methodology used in this investigation was a quantitative methodology and a questionnaire was administered to a non-probabilistic convenience sample of 123 customers of the Soho House Club in Berlim. The data was later analyzed and statistically treated using the SPSS program.
Descrição
Palavras-chave
Satisfação Intenções de comportamento Atributos determinantes Satisfaction Customer intentions Determinant attributes