Feira de produtos orgânicos - enfoque da satisfação do cliente

Abstract

The consumption of organic products is a worldwide trend, but the big challenge is to offer quality products and services to consumers, who are becoming more demanding. This paper aims to evaluate the quality of products and services offered by the INCRA fair of organic products in Manaus-AM, as well as to identify the variables of quality dimensions that exceed the expectations of customers and those that are insufficient. This is a central issue of our study. For data collection, a tailored questionnaire was designed to measure consumers satisfaction, in wich quality dimensions were assessed: there are no quality assessments: infrastructure, reability, location, strengths and weaknesses, through structured questionnaire, randomly selected people were interviewed. For data analysis, use a descriptive statistic, and the sample was collected from customers who demonstrated availability to answer the questionnaire. Research has shown that 49% have recently attended the INCRA Organic Products Fair and 92% eat such foods for their numerous health benefits. In contrast, 78% of respondents claimed that lack of disclosure would be limiting their consumption of organic foods. It is concluded that, in general, the INCRA organic products fair presents satisfactory results in the consumers’ perception, but it shows opportunities of development. Keywords: Comercialization; Fairs; Organic products; Consumers; Customer Satisfaction.