Análise da satisfação do atendimento na agência de turismo passagens programadas - Manaus-Amazonas

Abstract

This article sought to analyze customer satisfaction with the service provided by the Passagens Programadas agency in the city of Manaus, since service is the first real impression a customer has of a brand. To this end, 150 customers were selected as research subjects, with 66 questionnaires completed. The research adopts a qualitative and quantitative approach, of a descriptive and exploratory nature. The theoretical framework is based on authors who discuss the importance of service as a competitive advantage in the tourism sector, highlighting aspects such as personalization, loyalty and institutional image. The results revealed that respondents rated the service as excellent and 100% stated that they would recommend the agency to others. These data demonstrate a high level of customer satisfaction, associated with customer-centered service practices, active listening and post-sales follow-up. The analysis also indicates that the agency is able to align its practices with the specific needs of customers.