Análise do sistema de pós-vendas pelos clientes: o caso da Jangada Import Nissan

Abstract

The investment in after-sales service in companies of several sectors has been considered an interesting alternative to keep old customers and attract new ones. The after-sales service of the dealership Jangada Import Nissan is the case studied in this paper. The aim of this study is to analyse the satisfaction of the customers with the after-sales service offered by the company. Therefore, it took place a descriptive, bibliographic and documental study. The research included books, newspapers, magazines, term papers, websites, as well as internal documentation of the company. It also includes secondary data from January, 2014 to December, 2014 provided by Alfacon, consultancy company specialized in researches of customer satisfaction and opinions, responsible for researches with Nissan’s customers. At the end of the study it could be seen that "Terms of dealership facilities" and "Technical Consultant" were the indexes that showed the best levels of approval according the customer's evaluation.