Pignataro, ThelmaCassimiro, Antônia Flávia Moura2021-08-092021-09-202021-08-092021-09-202021-04-20CASSIMIRO, Antônia Flávia Moura. Marketing em serviços: pesquisa de satisfação em uma academia na cidade de Natal/RN. 2021. 45f. Monografia (Graduação em Administração) - Departamento de Ciências Administrativas, Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte. Natal, 2021.https://repositorio.ufrn.br/handle/123456789/35249The present study aimed to analyze the level of customer satisfaction of a gym located in the city of Natal, Rio Grande do Norte. The analysis punctuated the referential of the Business Administration field, especially in service marketing, addressing the problem posed under the focus of the quality of service delivery to the customer. In the data collection of this academic research, information was obtained through a sample of 32 customers who practice personalized service, fitdance and weight training, through a questionnaire available on Google Docs, and sent to the participants of this study through whatsapp. The result of this research reveals that the researched gym should hear the opinion of its customers about which services they would like to have at their disposal. We can highlight some of the most frequently mentioned services by the gym's customers, such as: improvement of the equipment, more attention from the teachers in weight-training, a "Smith" machine for guided squats, incentives for semi-annual and annual packages, and improvement of the floor in the external area (aerobic exercises). We conclude that, in general, the academy's customers are satisfied, but some areas need more attention, so that the company can meet the needs and expectations of its customers.Attribution-NonCommercial-NoDerivs 3.0 Brazilhttp://creativecommons.org/licenses/by-nc-nd/3.0/br/AcademiaSatisfação do clienteMarketing em serviçosAcademyMarketing in ServicesCustomer satisfactionMarketing de serviço: pesquisa de satisfação em uma academia na cidade de Natal/RNService marketing: satisfaction survey in a gym in the city of Natal/RNbachelorThesisCiências Sociais Aplicadas