Identification of customer satisfaction in services: a study on agribusiness dealers
Objective – This paper presents an analysis of service factors that impact customer satisfaction with dealers in the sugarcane segment in Sao Paulo state – Brazil. Design/methodology/approach – The research method is descriptive quantitative, based on survey. Data is secondary gathered from the t...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Fundação Escola de Comércio Álvares Penteado
2015-12-01
|
| Series: | Revista Brasileira de Gestão De Negócios |
| Subjects: | |
| Online Access: | http://rbgn.fecap.br/RBGN/article/view/1946 |
| _version_ | 1819125298378047488 |
|---|---|
| author | Mario Gilberto Lütkemeyer Filho Guilherme Luís Roehe Vaccaro Ernani Cesar de Freitas |
| author_facet | Mario Gilberto Lütkemeyer Filho Guilherme Luís Roehe Vaccaro Ernani Cesar de Freitas |
| author_sort | Mario Gilberto Lütkemeyer Filho |
| collection | DOAJ |
| description | Objective – This paper presents an analysis of service factors that impact customer satisfaction with dealers in the sugarcane segment in Sao Paulo state – Brazil.
Design/methodology/approach – The research method is descriptive quantitative, based on survey. Data is secondary gathered from the tractor-making company’s database, with n = 88. Tools used for multivariate statistical analysis were factor analysis and correspondence analysis.
Findings – The results revealed a reduction in latent variables into two components: trust and relationship. The correspondence analysis presents association among variables “cost-benefit of spare parts” and “treated fairly and honestly”.
Practical implications – Despite the evidence of a relationship between the results and the information available in the literature, results cannot be generalized, since theory doesn´t fully describes the investigated sector. Future research may advance towards validating if the emerged variables are relevant on the strategic decision making process for this segment. |
| first_indexed | 2024-12-22T07:37:55Z |
| format | Article |
| id | doaj.art-282a4802d55c4cda9cb94393a32ad7c5 |
| institution | Directory Open Access Journal |
| issn | 1806-4892 1983-0807 |
| language | English |
| last_indexed | 2024-12-22T07:37:55Z |
| publishDate | 2015-12-01 |
| publisher | Fundação Escola de Comércio Álvares Penteado |
| record_format | Article |
| series | Revista Brasileira de Gestão De Negócios |
| spelling | doaj.art-282a4802d55c4cda9cb94393a32ad7c52022-12-21T18:33:50ZengFundação Escola de Comércio Álvares PenteadoRevista Brasileira de Gestão De Negócios1806-48921983-08072015-12-0117581408142510.7819/rbgn.v17i58.1946Identification of customer satisfaction in services: a study on agribusiness dealersMario Gilberto Lütkemeyer Filho0Guilherme Luís Roehe Vaccaro1Ernani Cesar de Freitas2Graduate Program of Production Engineering and Systems, Unisinos, RS, BrazilGraduate Program of Production Engineering and Systems, Unisinos, RS, BrazilSocial Applied Sciences Institute, Universidade Feevale, RS, BrazilObjective – This paper presents an analysis of service factors that impact customer satisfaction with dealers in the sugarcane segment in Sao Paulo state – Brazil. Design/methodology/approach – The research method is descriptive quantitative, based on survey. Data is secondary gathered from the tractor-making company’s database, with n = 88. Tools used for multivariate statistical analysis were factor analysis and correspondence analysis. Findings – The results revealed a reduction in latent variables into two components: trust and relationship. The correspondence analysis presents association among variables “cost-benefit of spare parts” and “treated fairly and honestly”. Practical implications – Despite the evidence of a relationship between the results and the information available in the literature, results cannot be generalized, since theory doesn´t fully describes the investigated sector. Future research may advance towards validating if the emerged variables are relevant on the strategic decision making process for this segment.http://rbgn.fecap.br/RBGN/article/view/1946Dealers1Customer satisfaction1Services1Sugarcane segment1 |
| spellingShingle | Mario Gilberto Lütkemeyer Filho Guilherme Luís Roehe Vaccaro Ernani Cesar de Freitas Identification of customer satisfaction in services: a study on agribusiness dealers Revista Brasileira de Gestão De Negócios Dealers1 Customer satisfaction1 Services1 Sugarcane segment1 |
| title | Identification of customer satisfaction in services: a study on agribusiness dealers |
| title_full | Identification of customer satisfaction in services: a study on agribusiness dealers |
| title_fullStr | Identification of customer satisfaction in services: a study on agribusiness dealers |
| title_full_unstemmed | Identification of customer satisfaction in services: a study on agribusiness dealers |
| title_short | Identification of customer satisfaction in services: a study on agribusiness dealers |
| title_sort | identification of customer satisfaction in services a study on agribusiness dealers |
| topic | Dealers1 Customer satisfaction1 Services1 Sugarcane segment1 |
| url | http://rbgn.fecap.br/RBGN/article/view/1946 |
| work_keys_str_mv | AT mariogilbertolutkemeyerfilho identificationofcustomersatisfactioninservicesastudyonagribusinessdealers AT guilhermeluisroehevaccaro identificationofcustomersatisfactioninservicesastudyonagribusinessdealers AT ernanicesardefreitas identificationofcustomersatisfactioninservicesastudyonagribusinessdealers |