Qualidade nos serviços:um estudo de caso de atendimento ao cliente em lojas de departamentos

• Ano de defesa: 2002
• Autor(a) principal: Andrade, Vanessa Max de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Análise Hierárquica de Processos; Qualidade no Atendimento; Analytic Hierarchy Process; Quality in Attendance; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/21324

This effort has a purpose to show, through from the conceptions and definitions of the quality, an aplication of the method by Analytic Hierarchy Process (AHP), a goal to reach a maxivaluation with quality in attendance to the customer. In this judment, are established the determinants of quality, chosen with the research, to make a point on improvement in which part of attendance in service chosen, by the perception s customer. The development of the literature make the best possible understanding for method AHP employed in pratice on case, where in this time, change doubts of aplication and offering the service, into decision making for a Iight in each objective chosen. The results are obtained generically for the construction on goal, objectives and alternativos, and after, is realized an inquiry for the aplication in research focused in AHP. The method make analysis on the informations qualitatives and change in results for the direct aplication on the process of estimate by attendance. The Analytic Hierarchy Process suggest for quality services, alternatives for quickly aplication, making models already established are replaced by correct evaluations on agreement with fair needs where the organization has introduced, making more competitives and with the exactly measurement.