Como agregar valor ao produto e satisfazer o cliente na prestação de serviço de móveis planejados

Abstract

The interest on the subject and related themes of how to add value to products and increase customer satisfaction service on customized furniture market service is based on sector growth and emergence of new brands and retail stores. This interest is based also on personal experience of the researcher in this area and growth of complaints and issues related by costumers. This research took place at Curitiba metropolitan region and had as a primary achievement to indentify witch attributes, by costumer point of view, had more influence on value and satisfaction enhancement in customized furniture market. It also presents concepts related to service quality, customer satisfaction and marketing of customized furniture. The methodology used on this research is applied qualitative. This study took place in a high standard customized furniture company, in the research area of study, to identify how is the shopping experience of customers regarding the company and whether they are satisfied. After data collection by questionnaire, some variables were identified as responsible to improve service quality in stores, and these intervening variables and contributing to generate consumer satisfaction during the post-sale service. Based on these information it was possible to present proposals to the service sector to have competitive strategies and thus provide good experiences for internal and external customers.