M. G. Filho, Guilherme Luís RoeheVaccaro, Ernani Cesar de Freitas
{"title":"Identification of customer satisfaction in services: a study on agribusiness dealers","authors":"M. G. Filho, Guilherme Luís RoeheVaccaro, Ernani Cesar de Freitas","doi":"10.7819/RBGN.V17I58.1946","DOIUrl":null,"url":null,"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.","PeriodicalId":45001,"journal":{"name":"Rbgn-Revista Brasileira De Gestao De Negocios","volume":"17 1","pages":"1408-1425"},"PeriodicalIF":0.7000,"publicationDate":"2015-12-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Rbgn-Revista Brasileira De Gestao De Negocios","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.7819/RBGN.V17I58.1946","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"BUSINESS","Score":null,"Total":0}
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.