A satisfação dos clientes internos e a produtividade: estudo de caso na carrara indústria

Abstract

Over the years, organizations have been constantly looking for customer satisfaction and loyalty, such a point has been shown to be a very important need for the growth and survival of organizations in the extremely competitive market. The service area has been gaining prominence as one of the areas that has been most concerned with studies that are related to maintaining the bond with customers, thus performing analysis of their perceptions and expectations. This article will mention a case study that analyzes the quality of services provided to internal customers of a marble shop located in the capital of Maranhão through the analysis of the gap's existing between the expectations and perceptions of the institution's internal customers, this article will make use of a adaptation of the Servqual scale to obtain its results.