@article{Lütkemeyer Filho_Roehe Vaccaro_de Freitas_2015, title={Identification of customer satisfaction in services: a study on agribusiness dealers}, volume={17}, url={https://rbgn.fecap.br/RBGN/article/view/1946}, DOI={10.7819/rbgn.v17i58.1946}, abstractNote={<p><strong>Objective</strong> – This paper presents an analysis of service factors that impact customer satisfaction with dealers in the sugarcane segment in Sao Paulo state – Brazil.</p><p> </p><p><strong>Design/methodology/approach</strong> – The research method is descriptive quantitative, based on survey. Data is secondary gathered from the tractor-making company’s database, with n = 88. Tools used for multivariate statistical analysis were factor analysis and correspondence analysis.</p><p> </p><p><strong>Findings</strong> – The results revealed a reduction in latent variables into two components: trust and relationship. The correspondence analysis presents association among variables “cost-benefit of spare parts” and “treated fairly and honestly”.</p><p> </p><strong>Practical implications</strong> – Despite the evidence of a relationship between the results and the information available in the literature, results cannot be generalized, since theory doesn´t fully describes the investigated sector. Future research may advance towards validating if the emerged variables are relevant on the strategic decision making process for this segment.}, number={58}, journal={Review of Business Management}, author={Lütkemeyer Filho, Mario Gilberto and Roehe Vaccaro, Guilherme Luís and de Freitas, Ernani Cesar}, year={2015}, month={Dec.}, pages={1408–1425} }