Reclamações de consumidores: uma abordagem multivariada

• Autor(a) principal: Santos, Rafael Amaral dos
• Data de Publicação: 2020
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UFU
• Texto Completo: https://repositorio.ufu.br/handle/123456789/30684
• topic: Variáveis; Serviços ao cliente - Avaliação; Análise de Correspondência; Consumidores - Reclamações; Variables; Customer services - Evaluation; Correspondence Analysis; Consumer complaints; CNPQ::CIENCIAS EXATAS E DA TERRA::PROBABILIDADE E ESTATISTICA::ESTATISTICA

The work used the public database of the federal government's consumer website (consumer.gov.br), which is a public service for the alternative solution of consumer conflicts (conflicts between consumers and companies). For each registered complaint, 18 variables are generated and, of these, 11 were considered in this study. The multivariate statistical technique of correspondence analysis was applied in order to analyze the association of these 11 variables. The results showed that there was an association between all 11 variables and that the areas of financial services and telecommunications are at the top in number of complaints. Complaints in the financial services sector are associated with the age group over 60 and consumers over 60 are associated with the types of complaints with the form of contracting (I did not buy - I did not contract), this age group is also associated with complaints from SOUTH region of the country. Complaints from the NE (Northeast) region are associated with the EDUCATION and FINANCIAL SERVICES sectors. The telecommunications sector are those that receive the highest score in the handling of complaints by consumers. This study and its results can contribute to the government agencies responsible for the website providing the research data for this work, for companies and the consumer public.SANT