Customer satisfaction in the fish market of Presidente Figueiredo (Central Amazon)

Priscila Silva Nascimento
Heitor Thury Barreiros Barbosa

ABSTRACT

In this paper, we describe the customers’ satisfaction level in the Presidente Figueiredo fish market. To obtain this information we interviewed 145 customers, between 09/2017 and 04/2018, distributed among the city’s four main sale places. From this sample, 57% said they were satisfied with the available fish and only 15% were dissatisfied. Freshness seems to be the most important aspect in this market: 22% of the satisfied respondents pointed freshness as one of the reasons for their satisfaction and 45% of the dissatisfied respondents pointed the lack of freshness as the reason for their dissatisfaction. We also note the older establishment had a higher the proportion of dissatisfied customers. We believe there is a tendency to disappoint customers, caused by unpleasant events, throughout the venture’s life time. Regardless of this question, we can conclude that a good strategy to attract and retain customers would be to invest in the product freshness.

Artigo na Scientia Amazonia

Citação ABNT

NASCIMENTO, P. S.; BARBOSA, H. T. B. Customer satisfaction in the fish market of Presidente Figueiredo (Central Amazon). Scientia Amazonia, v. 9, n. 1, p. CA25-CA29, 2020. ISSN 2238-1910. Disponível em: <http://scientia-amazonia.org/index.php/volume-publicado/2020-2/numero-1/>

BibTex

@article{nascimento2020,
    abstract = "In this paper, we describe the customers’ satisfaction level in the Presidente Figueiredo fish market. To obtain this information we interviewed 145 customers, between 09/2017 and 04/2018, distributed among the city’s four main sale places. From this sample, 57% said they were satisfied with the available fish and only 15% were dissatisfied. Freshness seems to be the most important aspect in this market: 22% of the satisfied respondents pointed freshness as one of the reasons for their satisfaction and 45% of the dissatisfied respondents pointed the lack of freshness as the reason for their dissatisfaction. We also note the older establishment had a higher the proportion of dissatisfied customers. We believe there is a tendency to disappoint customers, caused by unpleasant events, throughout the venture’s life time. Regardless of this question, we can conclude that a good strategy to attract and retain customers would be to invest in the product freshness.",
    author = "Priscila Silva Nascimento and Heitor Thury Barreiros Barbosa",
    title = "{Customer satisfaction in the fish market of Presidente Figueiredo (Central Amazon)}",
    journal = "Scientia Amazonia",
    volume = "9",
    number = "1",
    pages = "CA25-CA29",
    year = "2020",
    issn = "2238-1910",
    url = "http://scientia-amazonia.org/index.php/volume-publicado/2020-2/numero-1/",
}