Qualidade na prestação de serviços de delivery: um estudo sobre a satisfação dos usuários do Ifood em Natal-RN
In order to analyze the delivery of Ifood delivery services, through this study, the perception of consumers of this company in relation to the services provided was investigated. To this end, we sought to characterize the profile of users who use the services offered by the company, in addition to...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
| Publicado em: |
Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/35270 |
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| Resumo: | In order to analyze the delivery of Ifood delivery services, through this study, the perception of consumers of this company in relation to the services provided was investigated. To this end, we sought to characterize the profile of users who use the services offered by the company, in addition to identifying the characteristics of the services provided that most generate customer satisfaction / dissatisfaction and map the application problems. The research is characterized as descriptive exploratory, subtype, case study. In the data collection, a questionnaire containing 26 questions was applied, regarding the sample, data were collected from 101 people through a non-probabilistic sampling for convenience, called snowball. To tabulate the data, the software R-cran and Excel were used. Regarding the measurement of the interviewees' perceptions, the Likert scales were used and, after descriptive analysis of the data, the Chi-square test was performed. From the analysis of the data obtained, it was observed that the result in relation to customer satisfaction is, in general, positive, since most customers have their expectations met and consider the services offered eficiente, and finally, the most relevant categories for consumers' satisfaction are the adequate temperature of the food, the speed of delivery, discount coupons and, above all, free delivery. |
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