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

• Tipo: Artigo em Revista Científica Internacional
• Data: 2014

Autores

Delgado, P (Autor) Outra; Moura, AP (Autor) Outra; Cunha, LM (Autor) FCUP

Revista

Título: Revista de Alimentacao Humana

Vol. 20 Nº n.ºs 2 e 3

Páginas: 24-38

ISSN: 0873-4364

Editora: Sociedade Portuguesa de Ciencias da nutricao e Alimentacao

Indexação

Scopus - 0 Citações

Outras Informações

ID Authenticus: 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.

Idioma: Português

Tipo (Avaliação Docente): Científica