Abstract:

The paper herein serves as a theoretical study on the relation between the quality in services and clients’ satisfaction, conducted among clients in regards to the digitals services, aiming to point out to the level of clients’ satisfaction, as well as to recommend improvement measures for its increase.

The choice for this topic relies on the considerations that all research studies concerning the client’s satisfaction are focused on understanding how to manage the client’s expectations on the services being provided, instead of establishing what clients actually want.