AFERIDOR PARA AVALIAÇÃO DA SATISFAÇÃO DO CLIENTE

Abstract

This work shows an indicator for quantitative analysis of the existing scenario. The indicator is based on statistical principles. The results of indicator are inserted into a model of prospective studies. The process for obtaining customer satisfaction index (CSI) is carried out by surveying opinion, statistics analysis and feeding up results into indicator. Results allow identify the existing scenario, strengths and weaknesses, to plan actions directed to the target, the desired scenario. In order to assess the use of the indicator and the model a case study in a city, in the state of Rio de Janeiro, was carried out. The study conducted a field survey to evaluate public transport services, the environment, public infrastructure and maintenance. The dimensions of transport, environment and infrastructure were significant in the final outcome of the ISC. Index Terms - Customer Satisfaction, transport, environment, infrastructure