Identification of customer satisfaction in services: a study on agribusiness dealers

• Autor(a) principal: Lütkemeyer Filho, Mario Gilberto
• Data de Publicação: 2015
• Outros Autores: Roehe Vaccaro, Guilherme Luís, de Freitas, Ernani Cesar
• Tipo de documento: Artigo
• Idioma: eng; por
• Título da fonte: Revista Brasileira de Gestão de Negócios (Online)
• DOI: 10.7819/rbgn.v17i58.1946
• Texto Completo: https://rbgn.fecap.br/RBGN/article/view/1946
• topic: Dealers; Customer satisfaction; Services; Sugarcane segment.; Concessionários; Satisfação do cliente; Serviços; Setor sucroenergético; Concessionários; Satisfação do cliente; Serviços; Setor sucroenergético

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.