Customer satisfaction in the pet food subscription-based online services

Detalhes bibliográficos
Autor(a) principal: Lima, Diogo André Costa
Data de Publicação: 2023
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.26/44864
Resumo: Pet owners are becoming increasingly aware of their pets’ well-being. Pet food Subscription-based Online Services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS Customer Satisfaction and its effect on Continuance Intention. To achieve our goal, 29,723 online reviews from 10 pet food SOS brands were collected from Trustpilot. A term frequency matrix was developed through text mining techniques and used as an input to construct a structural equation model. Results suggest that E-Service Quality, Healthfulness, Ingredients and Nutrition, and Extrinsic Attributes positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Continuance Intention. These findings provide pet food SOS managers insights that can be used to implement measures to achieve Customer Satisfaction and, consequently, ensure that customers continue to use the pet food SOS.
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spelling Customer satisfaction in the pet food subscription-based online servicesA satisfação do cliente de serviços online de subscrição de comida para animais de estimaçãoPet FoodSubscription-Based Online ServicesE-Service qualitySatisfactionContinuance IntentionText MiningPet owners are becoming increasingly aware of their pets’ well-being. Pet food Subscription-based Online Services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS Customer Satisfaction and its effect on Continuance Intention. To achieve our goal, 29,723 online reviews from 10 pet food SOS brands were collected from Trustpilot. A term frequency matrix was developed through text mining techniques and used as an input to construct a structural equation model. Results suggest that E-Service Quality, Healthfulness, Ingredients and Nutrition, and Extrinsic Attributes positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Continuance Intention. These findings provide pet food SOS managers insights that can be used to implement measures to achieve Customer Satisfaction and, consequently, ensure that customers continue to use the pet food SOS.A consciencialização face ao bem-estar dos animais de estimação cresce cada vez mais. Neste âmbito, os Serviços Online de Subscrição (SOS) de comida para animais de estimação respondem à procura por comida que atenda às características e necessidades de saúde dos animais de estimação. A presente pesquisa explora os antecedentes da Satisfação do Cliente de SOS de comida para animais de estimação e o seu efeito na Intenção de Continuidade. Para tal, 29,723 online reviews de 10 marcas de SOS de comida para animais de estimação foram extraídas do Trustpilot. Uma matriz de frequência de palavras foi desenvolvida por meio de técnicas de text mining e utilizada como input para criar um modelo de equação estrutural. Os resultados sugerem que a Qualidade do Serviço Eletrónico, a Salubridade, os Ingredientes e Nutrição, e os Atributos Extrínsecos influenciam positivamente a Satisfação do Cliente. Adicionalmente, a Satisfação do Cliente afeta positivamente a Intenção de Continuidade. Estes resultados fornecem conhecimentos aos gestores destes serviços, que podem ser utilizados de modo a implementar medidas para alcançar a Satisfação do Cliente e, consequentemente, garantir que os clientes continuam a usar os SOS de comida para animais de estimação.Ramos, Ricardo FilipeRepositório ComumLima, Diogo André Costa20232025-04-14T00:00:00Z2023-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.26/44864TID:203305922enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-06-01T02:15:37Zoai:comum.rcaap.pt:10400.26/44864Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:59:30.360485Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Customer satisfaction in the pet food subscription-based online services
A satisfação do cliente de serviços online de subscrição de comida para animais de estimação
title Customer satisfaction in the pet food subscription-based online services
spellingShingle Customer satisfaction in the pet food subscription-based online services
Lima, Diogo André Costa
Pet Food
Subscription-Based Online Services
E-Service quality
Satisfaction
Continuance Intention
Text Mining
title_short Customer satisfaction in the pet food subscription-based online services
title_full Customer satisfaction in the pet food subscription-based online services
title_fullStr Customer satisfaction in the pet food subscription-based online services
title_full_unstemmed Customer satisfaction in the pet food subscription-based online services
title_sort Customer satisfaction in the pet food subscription-based online services
author Lima, Diogo André Costa
author_facet Lima, Diogo André Costa
author_role author
dc.contributor.none.fl_str_mv Ramos, Ricardo Filipe
Repositório Comum
dc.contributor.author.fl_str_mv Lima, Diogo André Costa
dc.subject.por.fl_str_mv Pet Food
Subscription-Based Online Services
E-Service quality
Satisfaction
Continuance Intention
Text Mining
topic Pet Food
Subscription-Based Online Services
E-Service quality
Satisfaction
Continuance Intention
Text Mining
description Pet owners are becoming increasingly aware of their pets’ well-being. Pet food Subscription-based Online Services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS Customer Satisfaction and its effect on Continuance Intention. To achieve our goal, 29,723 online reviews from 10 pet food SOS brands were collected from Trustpilot. A term frequency matrix was developed through text mining techniques and used as an input to construct a structural equation model. Results suggest that E-Service Quality, Healthfulness, Ingredients and Nutrition, and Extrinsic Attributes positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Continuance Intention. These findings provide pet food SOS managers insights that can be used to implement measures to achieve Customer Satisfaction and, consequently, ensure that customers continue to use the pet food SOS.
publishDate 2023
dc.date.none.fl_str_mv 2023
2023-01-01T00:00:00Z
2025-04-14T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.26/44864
TID:203305922
url http://hdl.handle.net/10400.26/44864
identifier_str_mv TID:203305922
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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