Avaliação das queixas e das reclamações relativas aos serviços do setor agroalimentar da região autónoma da madeira: Perspetiva do consumidor

• Type: Article in International Scientific Journal
• Date: 2014

Authors

Delgado, P (Author) Other; Moura, AP (Author) Other; Cunha, LM (Author) FCUP

Journal

Title: Revista de Alimentacao Humana

Vol. 20 No. n.ºs 2 e 3

Pages: 24-38

ISSN: 0873-4364

Publisher: Sociedade Portuguesa de Ciencias da nutricao e Alimentacao

Indexing

Scopus - 0 Citations

Other information

Authenticus ID: P-00N-21F

Abstract (EN): Given the dissatisfaction associated with the purchase of food or the use of a service, the consumer may file or write a complaint, using the legally established institutional channels. This research aims to assess the reasons associated with filed and written complaints developed by the consumer for the Agro-food sector in the Autonomous Region of Madeira, during the period of 2006-2008. A total of 5,657 documents registered in the Regional Inspection Services of Economic Activities of the Autonomous Region of Madeira were analysed. Three different questionnaires (for filed complaints, written complaints and lawsuits) were developed to standardize data collection. The agro-food sector accounted for 48.9% of written complaints and 22.2% of filed complaints, with restaurants and retail food establishments accounting for the larger number of both types of complaints. For written complaints, 55.3% reported a situation of no particular offence, while describing situations of lack of service or poor interaction with the consumer from the service provider. Lack of cleanliness and hygiene was the offence that presented a greater concordance between what was described by the consumer and the results of the authorities' inspections. For other offences, the results alleged by the consumer have not been verified by the inspection services. This lack of objectivity makes difficult to optimize inspective actions and may cause dissatisfaction among consumers.

Language: Portuguese

Type (Professor's evaluation): Scientific