UNIVERSIDADE DE TAUBATÉ - Ppga.com.br
UNIVERSIDADE DE TAUBATÉ - Ppga.com.br
UNIVERSIDADE DE TAUBATÉ - Ppga.com.br
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39<<strong>br</strong> />
ABSTRACT<<strong>br</strong> />
SILVA JR, José Francelizio da. Um estudo de caso a partir do resultado do<<strong>br</strong> />
questionário de pesquisa de satisfação de clientes em uma empresa de soluções<<strong>br</strong> />
em documentos. Taubaté, 2000. 46p. Monografia – Universidade de Taubaté.<<strong>br</strong> />
This work analyzes and identifies the decisive factors in the satisfaction and<<strong>br</strong> />
consumers' fidelity based on the data from a survey made by a transnational <strong>com</strong>pany<<strong>br</strong> />
with its customers, looking for to understand its perception of the products and services<<strong>br</strong> />
delivered through the use of questionnaires and statistical and quality tools, and from<<strong>br</strong> />
the obtained results to suggest effective actions in the determination of the factors that<<strong>br</strong> />
really guarantee the customer's full satisfaction.<<strong>br</strong> />
Word-key: Customer, Customer Satisfaction Survey, Quality.
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