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Estudo da insatisfação do consumidor nos serviços prestados por assistências técnicas autorizadas de automóveis

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  • Sedinei José Nardelli Beber
  • Carlos Alberto Vargas Rossi

Abstract

This research consisted in carrying out an exploratory study about Consumer Dissatisfaction over customer technical assistance at authorized car dealers. The causes, level and of consequences of dissatisfaction were investigated. This study was carried out in the city of Porto Alegre. As pratical results, it shows the customers' profile; the relationship among the general level of dissatisfaction, the sample characteristics and the reactions to dissatisfaction; the relationship between the causes and the level of dissatisfaction; and the formation of dissatisfaction attributes magnitudes. Among the conclusions are the most important attributes to customer dissatisfaction, the viability of method used for dissatisfaction research and suggestions to managers to avoid their customers dissatisfaction.

Suggested Citation

  • Sedinei José Nardelli Beber & Carlos Alberto Vargas Rossi, 2006. "Estudo da insatisfação do consumidor nos serviços prestados por assistências técnicas autorizadas de automóveis," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 10(2), pages 33-49.
    • Handle: RePEc:abg:anprac:v:10:y:2006:i:2:452
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