A Satisfação do consumidor em uma empresa do segmento pet em Dourados/MS

Abstract

The present study was developed with the objective of evaluating the perception of customer satisfaction of a company that operates in the pet segment. Data collection took place through a questionnaire, in which 100 consumers present inside the store were interviewed in the months of July and August 2023. We sought to capture the perception in relation to the attributes that involve the service, product and service, prices and structure of the company and whether there are differences in this perspective when it involves socioeconomic factors such as age, level of education, gender, family income, monthly expenses with pets and species under guardianship. It can be concluded that 58% of respondents belong to the female public, 42% are aged between 31 and 40 years old, 54% have incomplete or complete higher education, 37% have a family income between R$ 5,280.01 and R$ 7,920.00 , 70% have monthly expenses with their pets above R$ 200.01 and 48% of respondents reported having only dogs. Regarding general satisfaction with the company, 68% of the sample said they were very satisfied, 29% were reasonably satisfied and 3% said they were indifferent, with specific differences when related to socioeconomic factors. In relation to the evaluated attributes, the general satisfaction with the structure and the products and services obtained the highest averages, while the dimension of the quality of services corresponding to tangible items obtained greater prominence.