article
QFD na tradução dos requisitos dos clientes em qualidade dos serviços nos postos de combustível
Fecha
2011Registro en:
1981-4747
10.5935/rcsp.v10i19.6024
Autor
Queiroz, Jamerson Viegas
Mello, Luciana Torres Correia de
Queiroz, Fernanda Cristina Barbosa Pereira
Furukava, Marciano
Queiroz, Agnaldo Francisco da Silva
Resumen
The consumer is increasingly demanding in several respects specially by regarding quality in attendance, products and services. This perception acts in all places including gas station. In this scenario, this article purpose to apply the Quality Function Deployment method (QFD) generating a gas station services improvements models. The methodology was the case study in a gas station of Natal/RN city, through qualitative and quantitative approaches, studying the main requirements of the enterprise, from the customer point of view. The survey points out that the factors such as fuel price, payment by credit card and good service are the key requirements for customer loyalty