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

IF 0.7 4区 管理学 Q4 BUSINESS Rbgn-Revista Brasileira De Gestao De Negocios Pub Date : 2015-12-21 DOI:10.7819/RBGN.V17I58.1946
M. G. Filho, Guilherme Luís RoeheVaccaro, Ernani Cesar de Freitas
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引用次数: 5

Abstract

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.
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服务中顾客满意度的识别:农业综合企业经销商的研究
目的:本文分析了影响巴西圣保罗州甘蔗经销商客户满意度的服务因素。设计/方法论/方法-研究方法是描述性定量的,基于调查。数据是从拖拉机制造公司的数据库中二次收集的,n = 88。多变量统计分析工具为因子分析和对应分析。研究结果显示,潜在变量减少为两个组成部分:信任和关系。对应分析表明“备件成本效益”与“公平诚实对待”之间存在关联。实际影响-尽管有证据表明结果与文献中提供的信息之间存在关系,但结果不能普遍化,因为理论并不能完全描述所调查的部门。未来的研究可能会朝着验证出现的变量是否与该部分的战略决策过程相关的方向发展。
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来源期刊
CiteScore
2.10
自引率
9.10%
发文量
16
审稿时长
50 weeks
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