Análise da experiência do cliente em formaturas: analisando uma empresa de eventos de Juiz de Fora - MG

Abstract

Events play a crucial role in tourism, increasing positive economic effects and job opportunities. The graduation events’ sector is constantly growing, so it is crucial to understand it whithin the current competitive market. This study aims to analyze possible impacts on the quality of services that affect the experience of customers during their high school or higher education graduation events, assessing the expectations and experiences promoted, the processes of the events’ preparation and the influence of ritualistic consumption. For this, a descriptive and exploratory research was carried out, with analysis of the post-event research done by the Produções Eventos franchise, located in Juiz de Fora. Through this analysis, it was possible to recognize the main factors that influence the experience of customers during their graduation events, among which the service stands out, and to bring suggestions for improvements to the company.