Qualidade de serviços: uso como fator de prospecção para novos clientes

Abstract

This monograph was intended to show that the use of factor service quality would be a good option to generate prospecting for clients in the insurance industry in Brazil so that the monograph is divided into two parts, one where theoretical concepts that have been raised fit this theme, such as quality, service, service quality, service marketing, targeting services, and public clients, and differential images, a brief history of communication and insurance customer retention, which in its course theoretically show that marketing services is of fundamental importance to the insurance market and that should be applied to improve relations and thus have the result of market success. In the second part we conducted a field survey in which a questionnaire was given to customers and a subsequent analysis of quantitative and qualitative form and was obtained as a result that customers are highly in need of attention, that they are satisfied when they issue and indicate that the vast majority choose your broker because it has been stated by someone close who was satisfied with the services provided.