Loading...
Publication
A satisfação dos clientes numa empresa de aluguer de automóveis: Hertz-Aluguer de Automóveis, S.A.
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.22 MB | Adobe PDF |
Authors
Abstract(s)
O presente relatório de estágio, realizado na marca franchisada Hertz-Aluguer de Automóveis, S.A., gerida pelo grupo Hipogest, é composto por duas partes, sendo iniciado pela exposição das atividades desenvolvidas pelo mestrando durante o estágio curricular. Em seguida refere o estudo empírico como segunda e parte final do mesmo, apresentando a metodologia utilizada e os resultados dos questionários aplicados durante esta experiência profissional. O estágio teve início em dezembro de 2019 e término em fevereiro de 2020, com duração total de 320 horas.
O estágio focou-se em dois objetivos distintos: analisar a concorrência direta da empresa e analisar a satisfação dos clientes para com o serviço prestado, tornando essa o objeto de foco do estudo empírico, analisando a satisfação do cliente no ano de 2019 em Portugal, de forma a compreender os principais pontos de satisfação e insatisfação dos mesmos relativamente ao serviço prestado pela empresa.
A recolha de dados foi realizada através de questionários aplicados via email com o intuito de alcançar o maior número de respostas possível. Nestes inquéritos foram estudadas três dimensões: os “atributos do veículo”, os “atributos do atendimento” e a “recomendação do serviço a terceiros”.
A análise dos resultados permitiu constatar que os clientes demonstraram uma satisfação elevada para com as três dimensões previamente apresentadas.
Através desta análise foram também indicadas algumas limitações e recomendações, de forma a aumentar a satisfação do cliente e o número de respostas aos questionários.
This internship report carried out on the franchised brand Hertz-Car Rental, S.A., managed by the Hipogest group, consists of two parts, starting with the exposure of the activities carried out by the master during the curricular internship. Then it is mentioned the empirical study as the second and final part of it, presenting the methodology used and the results of the questionnaires applied during this professional experience. The internship started in December 2019 and ended in February 2020, with a total duration of 320 hours. The internship focused on two distinct objectives: analyzing the company's direct competition and analyzing customer satisfaction with the service provided, making this the focus of the empirical study, analyzing customer satisfaction in 2019 in Portugal, in order to understand their main points of satisfaction and dissatisfaction with the service provided by the company. Data collection was carried out using questionnaires applied via email to achieve the largest possible number of responses. In these surveys, three dimensions were studied: "vehicle attributes", "service attributes" and "service recommendation to third parties". The analysis of the results showed that the customers showed high satisfaction with the three dimensions previously presented. Through this analysis, some limitations and recommendations were also indicated, to increase customer satisfaction and the number of responses to questionnaires.
This internship report carried out on the franchised brand Hertz-Car Rental, S.A., managed by the Hipogest group, consists of two parts, starting with the exposure of the activities carried out by the master during the curricular internship. Then it is mentioned the empirical study as the second and final part of it, presenting the methodology used and the results of the questionnaires applied during this professional experience. The internship started in December 2019 and ended in February 2020, with a total duration of 320 hours. The internship focused on two distinct objectives: analyzing the company's direct competition and analyzing customer satisfaction with the service provided, making this the focus of the empirical study, analyzing customer satisfaction in 2019 in Portugal, in order to understand their main points of satisfaction and dissatisfaction with the service provided by the company. Data collection was carried out using questionnaires applied via email to achieve the largest possible number of responses. In these surveys, three dimensions were studied: "vehicle attributes", "service attributes" and "service recommendation to third parties". The analysis of the results showed that the customers showed high satisfaction with the three dimensions previously presented. Through this analysis, some limitations and recommendations were also indicated, to increase customer satisfaction and the number of responses to questionnaires.
Description
Keywords
Hertz-aluguer de automóveis S.A. Satisfação do consumidor Metodologia nps Atributos do veículo Atributos do atendimento Estratégias de marketing