2025-09-262025-09-262018-12-06PINA, Gabriel Silva; DAMASCENO, Matheus Amaral. Análise dos serviços prestados por uma livraria usando o modelo de Kano. 2018. Trabalho de Conclusão de Curso (Graduação em Engenharia de Produção) – Universidade do Estado do Pará, Belém, 2018.https://bibliotecadigitaldetcc.uepa.br/handle/riuepa/668The main objective of this work is to evaluate the services provided in a bookstore located in the city of Belém, using the Kano model methodology and the BetterWorse diagram. For this purpose, an online questionnaire was applied with the company's clients in order to classify 8 attributes of services present in the bookstore and 3 attributes of innovations proposed in the present study. With this, the impacts that each attribute caused on the level of customer satisfaction were measured. After analyzing the obtained data, all the attributes were hierarchized in a scale of priorities defining the most important attributes in the management of the services. Among the services already offered in the company, it was identified that the Cleanliness attribute is the most relevant and classified as one-dimensional. Analyzing the suggestions of innovation, the Parking lot attribute was shown the most remarkable and is classified as attractive. Finally, the present study reached its objective in being able to evaluate which services should be prioritized within the company.Língua PortuguesaAbertoKano modelGestão de serviçosServicesBookstoreTrabalho de Conclusão de Curso (TCC)