Satisfação do cliente e intenções de comportamento

: o caso do Soho House Berlim

Abstract

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.

Date of Award	8 Feb 2023
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Ana Maria Pinto Lima Salazar (Supervisor)