Consumer Behavior of the services of very Small Craft Companies Faced with Satisfaction Tools

Abstract

Nowadays, it is not uncommon to see customers complaining about such and such observed phenomena that indignant them when returning from a shop, a workshop or a point of sale of some kind, especially in the very small enterprise (VSE) craft sector. The reasons for consumer dissatisfaction have been the same for several years, suggesting that companies have not yet responded satisfactorily to these recurring problems. This research, which aims to determine the essential tools that must base the overall satisfaction of the customers of small-scale service companies, is done through a methodology based on a quantitative analysis based on a structured questionnaire based on a scale of attitude of three levels administered to the 446 customers of VSE craft service companies. This research shows that in order to achieve overall customer satisfaction, it is necessary to combine tools such as: customer reception, the cleanliness of the workplace and the actors, the quality of the service; the speed of the service and the price of the service taken in that order. It also reveals that when a tool is used to the detriment of others, it leads to dissatisfaction.