Análise do Sistema de Informação da Qualidade (SIQ) em clientes da Fazauto Fortaleza Automotores LTDA

Abstract

This study was meant to examine the existence of a relationship between perceived quality measured by the Quality Information System (SIQ) and the repurchase of vehicles by the same customer, called repeaters customers in Fazauto Fortaleza Automotores LTDA dealership. The SIQ is the main Volkswagen tool to measure the quality of service at dealerships. This study evaluated whether this system could exceed its main objective and help the company to have a higher perception of customer repurchase, by analyzing the following factors, using the SIQ as repeaters customers formation indicator and if these customers may represent higher profit margins to the dealership. Using the statistical method of Pearson linear correlation was found that, the tool cannot be used as an indicator for recurrent purchases from customers and the gross profit margin from clients considered repeaters clients is greater than that of clients considered non repeaters customers.