Satisfação, valor e fidelização de clientes: o caso da COPS (Companhia Operacional da Segurança) – Portugal
Miniatura indisponível
Data
2023
Autores
Título da revista
ISSN da revista
Título do Volume
Editora
Resumo
A presente dissertação tem como objetivo principal conhecer o nível de satisfação, valor e
fidelização dos clientes da empesa COPS em Portugal. Foi orientada pelas seguintes perguntas
de partida: Qual é o grau de satisfação dos clientes face ao serviço prestado pela empresa COPS
em Portugal? Qual é a perceção dos clientes em relação à valorização dos serviços da COPS?
Qual é o nível de pretensão dos clientes em fidelizarem na empresa. Para a obtenção das
respostas a essas questões, além da revisão da literatura sobre os conceitos de satisfação, valor
e fidelização, com base em pesquisas bibliográficas, foi realizado um inquérito e aplicado um
questionário, com perguntas fechadas e semifechadas aos clientes da COPS. O estudo teve um
cunho essencialmente exploratório e descritivo.
Concluiu-se que, os clientes da COPS estão satisfeitos por lhes serem proporcionados melhores
serviços, com baixo custo. Atribuiram um elevado valor aos serviços que recebem, superior a
90%, pretendem fidelizar-se na COPS, usufruirem-se dos seus serviços, por ser a empresa de
preferência de 92,6% dos clientes. Após o enquadramento teórico e descrição da empresa,
apresentou-se os resultados alcançados do inquérito, com as análises e discusões, seguidos da
conclusão e propostas de melhoria.
Palavras-Chave: Satisfação, Valor e Fidefidade
The main objective of this dissertation is to know the level of satisfaction, value and loyalty of COPS customers in Portugal. It was guided by the following starting questions: What is the degree of customer satisfaction with the service provided by the company COPS in Portugal? What is the perception of customers regarding the valuation of COPS services? What is the level of pretension of customers to retain in the company. To obtain the answers to these questions, in addition to reviewing the literature on the concepts of satisfaction, value and loyalty, based on bibliographic research, a survey was conducted and a questionnaire was applied, with closed and semi-closed questions to COPS clients. The study had an essentially exploratory and descriptive nature. It was concluded that COPS customers are satisfied to be provided with better services at low cost. They attributed a high value to the services they receive, more than 90%, they intend to be loyal to COPS, to enjoy its services, as it is the company of preference of 92.6% of customers. After the theoretical framework and description of the company, the results of the survey were presented, with the analyses and discussions, followed by the conclusion and proposals for improvement. Keywords: Satisfaction, Value and Fidelity
The main objective of this dissertation is to know the level of satisfaction, value and loyalty of COPS customers in Portugal. It was guided by the following starting questions: What is the degree of customer satisfaction with the service provided by the company COPS in Portugal? What is the perception of customers regarding the valuation of COPS services? What is the level of pretension of customers to retain in the company. To obtain the answers to these questions, in addition to reviewing the literature on the concepts of satisfaction, value and loyalty, based on bibliographic research, a survey was conducted and a questionnaire was applied, with closed and semi-closed questions to COPS clients. The study had an essentially exploratory and descriptive nature. It was concluded that COPS customers are satisfied to be provided with better services at low cost. They attributed a high value to the services they receive, more than 90%, they intend to be loyal to COPS, to enjoy its services, as it is the company of preference of 92.6% of customers. After the theoretical framework and description of the company, the results of the survey were presented, with the analyses and discussions, followed by the conclusion and proposals for improvement. Keywords: Satisfaction, Value and Fidelity
Descrição
Orientação: Felipa Cristina Henriques Rodrigues Lopes dos Reis
Palavras-chave
MESTRADO EM GESTÃO DE EMPRESAS, GESTÃO, MANAGEMENT, GESTÃO DE EMPRESAS, BUSINESS MANAGEMENT, SATISFAÇÃO DO CLIENTE, CLIENT SATISFACTION, FIDELIZAÇÃO DE CLIENTES, CUSTOMER LOYALTY, GESTÃO DE CLIENTES, CUSTOMER MANAGEMENT