The Importance of Internal Communication for the Improvement of Services of a Vehicle Dealership in Aracaju/SE

Authors

DOI:

https://doi.org/10.33448/rsd-v11i6.28814

Keywords:

People management; Process; Organization.

Abstract

Internal communication helps organizations to develop their processes and services more efficiently, aligning strategies that help increase the competitiveness of companies in the market. Therefore, this research aims to analyze how internal communication can contribute to the improvement of services provided by a Vehicle Dealer in Aracaju/SE. The methodology consists of an exploratory qualitative-quantitative research that carried out the application of a semi-open questionnaire to the company's employees, which was applied to 18 employees. The results indicated that the majority of employees consider the internal communication bad and that there is a failure between the sectors, showing that it is still necessary for the company to invest in improving the communication process. However, it was noted that the interviewees considered that the company's communication with the customer is excellent, which favors the growth of customer satisfaction.

Author Biographies

Tassiane Ferreira Silva, Centro Universitário Estácio de Sergipe

Graduated in Business Administration from the Centro Universitário Estácio de Sergipe.

Cleide Ane Barbosa da Cruz, Centro Universitário Estácio de Sergipe

PhD in Intellectual Property Science from UFS (2020). Master in Intellectual Property Science from UFS (2016). MBA Specialist in Logistics and Operations from Faculdade São Luís de França (2014). Graduated in Business Administration from Faculdade José Augusto Vieira (2013). Pedagogical Training in Pedagogy by Uninter (2020). She is currently a professor of the Business Administration Course, Dean of Research and Extension and Coordinator of the Research Ethics Committee at the Centro Universitário Estácio de Sergipe; and Professional Educator in the Government of the State of Sergipe.

Joenison Batista da Silva, Centro Universitário Estácio de Sergipe

He holds a degree in Accounting from the Federal University of Sergipe (2015), a Master's in Administration (Business Management) from the Postgraduate Program in Administration of the Federal University of Sergipe - PROPADM/UFS, linked to the research line "Entrepreneurship and Small Businesses " and Specialization in Accounting and Tax Management from Faculdade Dom Alberto Ltda (2019).

Raquel Nominato Araújo , Instituto Federal de Educação, Ciência e Tecnologia de Sergipe

Master in Agribusiness from the Federal University of Goiás - UFG (2017). She holds a degree in Business Administration from Faculdade de Jussara (2007). Currently, she is a professor at the Federa Institute of Education Sciences and Technology of Sergipe - Campus Tobias Barreto.

References

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Published

22/04/2022

How to Cite

SILVA, T. F. .; CRUZ, C. A. B. da .; SILVA, J. B. da .; ARAÚJO , R. N. . The Importance of Internal Communication for the Improvement of Services of a Vehicle Dealership in Aracaju/SE. Research, Society and Development, [S. l.], v. 11, n. 6, p. e10611628814, 2022. DOI: 10.33448/rsd-v11i6.28814. Disponível em: https://rsdjournal.org/index.php/rsd/article/view/28814. Acesso em: 28 may. 2022.

Issue

Section

Human and Social Sciences