Análise dos índices da qualidade no setor de pós-vendas de veículos Volkswagen na concessionária Ceará Motor

Abstract

This analysis aims to measure the level of quality in the post-sales sector of Ceará Motor dealership. Through theoretical analysis, the concept of quality, its dimensions and quality tools for the management services will be presented. When it comes to quality services in the automotive industry, the consumer market is more demanding, so automakers seek efficiency in the process in order to ensure the quality of vehicles sold. The methodology adopted quantitative analysis, and measured the customer satisfaction index Volkswagen by SIQ research (quality information system). With the result of the analysis identified competitive advantages and shortcomings in the care process, develop a plan of action to eliminate complaints and thus promote customer satisfaction. The analysis serves as a contribution to the development of quality index in services provided by the concessionaire of Ceará Motor.