Volume 4 - Volume 4
PROPOSAL ANALYSIS OF CUSTOMER SATISFACTION BY ABC RATING
Abstract
This paper analyzes the attributes of services provided by a company that operates as a commercial
representative. This research intended to classify attributes and services which leave customers
more dissatisfied. Initially to measure this level of satisfaction were identified which attributes that
generate more dissatisfaction according to the components of consumer attitudes and behavior.
Data analysis was done through a descriptive quantitative, and questionnaires with clients active.
With the data already collected and analyzed, we used the analysis of ABC classification to classify
the attributes that cause the most customer dissatisfaction. The results have identified several
factors that the company should consider to improve its relationship with customers.
Paper Details
PaperID: p 1180-1194
Author's Name: Diego Augusto de Jesus Pacheco and Iamara Fonseca Nunes
Volume: Volume 4
Issues: Volume 4
Keywords: Service attributes; ABC classification; customers; commercial area.
Year: 2014
Month: September
Pages: 1180-1194