Proposição de uma metodologia para avaliar a percepção do nível de serviço: um estudo de caso em uma distribuidora de bebidas de grande porte

Abstract

The beverage market in Brazil, specifically the brewing sector, according to a survey conducted by the Ministry of Agriculture, there has been a considerable increase in the number of companies and consequently in the competition. Based on the distribution process of a large company, in particular, a beverage distributor located in the north of Paraná / BR, the present work aims to identify quality and service level tools aimed at the perception of the level of service. In addition, the points of the distribution process were mapped which generate higher levels of satisfaction and dissatisfaction in the market, creating a method that allowed to measure such processes. The research focus was on using the OTIF performance indicator, which considers not only distribution, but also sales processes and inventory management. Regarding the nature of the research, the quantitative method was approached, also using the survey method, that is, a single data collection, sampling, analysis and statistical inference. As a result, it was possible to understand within the company's customer service segments the points that generate the most dissatisfaction of the clients and thus, from the study, to act in a more incisive way in order to solve the greater occurrences and GAPs of customer dissatisfaction.