Multivariate Methods: a Methodology to Assessing the Clients'Satisfaction About RBS -TV in the Northwest Region of Rio Grande do Sul - Brazil

摘要

The main purpose of this research is to determine the level of quality of Die services rendered by RBS-TV to the clients in the Northwest of the state of Rio Grande do Sul - Brazil, from the point-of-vicw of the client after they order a service from the enterprise. In order to do so, a questionnaire was developed regarding the clients" satisfaction with the service rendered. Initially, multivariate methods were used, including the Principal Components Analysis, Factorial Analysis and Cluster Analysis, in order to identify which variable were the most relevant, shown by the factorial plans after the extraction of the principal components. The number of original variables consisted of 14 variables, from which only 4 were studied after the application of the above-mentioned methods. The application of the multivariate methods allowed us to conclude that RBS-TV is mainly chosen by its clients on account of the media return, kindness on the part of the agent, the matching of their needs and also the payment conditions offered by the agent. The results will be used by the enterprise to improve its performance and the quality of the service rendered to its clients, so as to have a larger financial return.