Desenvolvimento do negócio de Service

Abstract

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.

Date of Award	23 Jul 2014
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ana Filipa da Rocha de Castro e Côrte-Real (Supervisor)