Analysis Of Service Quality as a Strategy for Attracting and Loyalty of Clients. Case Study: Fersol-Beira (2018 2020)

Abstract

The present work has as its theme, "Analysis of customer service quality as a strategy to attract and retain Customers, this aimed to understand how customer service can influence the return of customers to companies, as well as in the conquest of new customers. To make the study more realistic, a field survey was carried out at the company FERSOL - Beira from 2018 to 2020. The search for quality is a constant learning process, an incessant eagerness for knowledge and customer loyalty is necessary, always innovating, investing in technology and have a deep understanding of the environment in which the organization operates. In recent years, the FERSOL company has been standing out in the market and expanding its scope of action, even if this process is relatively slow. During the period under analysis, it was noted a closer relationship with customers, who generally create more solid and harmonious relationships with the company's manager and employees. The investigation was conducted in the form of a literature review. As a methodological approach, it was decided to work on a qualitative research, through the deductive method. With the work it was found that the company positively evaluates the level of customer satisfaction, regarding service, since, after making a purchase, customers return to the company for more purchases. In addition to the quality service, the company offers satisfactory and inviting prices, customers praise the company in terms of the responsiveness of technical support and the quality of the products.