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The constant growth of the automotive sector in Brazil has highlighted a sector that is growing at almost the same rate: the automotive mechanics service sector. At the same time as customers have become more demanding and detailed in terms of the quality they expect to receive when obtaining a product or service, it has become necessary for organisations to seek continuous improvement in order to remain in the market. To help with this improvement process, this study analysed the perception of quality that customers of the Tieppo Auto Mecânica JJD Ltda ME workshop in the city of Videira/SC have in relation to the services they receive from it. A questionnaire with closed questions was used as a tool to obtain the data, which was applied to customers who sought the workshop's services between March and May 2017. The results could be useful for professionals in the automotive service sector to identify the company's shortcomings, helping them to make decisions regarding the perceived quality of services and customer care by analysing the customer's opinion.
About the author
Marilise Fátima Vaz de Campos has a bachelor's degree in Business Administration from the University of Western Santa Catarina - UNOESC, Videira Campus - SC, and is a postgraduate student in Finance and Costs, and Municipal Public Management. She works in the municipal public sector in the city of Videira, which is located in the midwest of the state of Santa Catarina.
