ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS

Fresh products are distributed by various retail formats such as supermarkets, street markets, varejões, and quitandas. The purchaseof these products by consumers depends on numerous factors such as satisfaction with the service, product quality, facilities, cleanliness and hygiene of the place, pro...

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Authors: Scalco, Andrea Rossi, Oliveira, Sandra Cristina de, Fonseca, Amanda Corral da
Format: article
Status:Published version
Publication Date:2014
Country:Brasil
Institution:Universidade Federal de Lavras (UFLA)
Repository:Organizações Rurais & Agroindustriais (Online)
Language:Portuguese
OAI Identifier:oai:www.revista.dae.ufla.br:article/780
Online Access:https://www.revista.dae.ufla.br/index.php/ora/article/view/780
Access Level:Open access
Keyword:service quality
retails formats
fruits and vegetables
street markets
supermarkets
qualidade de serviço
formatos do varejo
frutas
legumes e verduras
feiras livres
supermercados
id BR_1063e6ab9e3fa279875a71af143ee49c
oai_identifier_str oai:www.revista.dae.ufla.br:article/780
network_acronym_str BR
network_name_str Brasil
repository_id_str
dc.title.none.fl_str_mv ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
AVALIAÇÃO DA QUALIDADE DE SERVIÇO NA COMERCIALIZAÇÃO DE FRUTAS, LEGUMES E VERDURAS NOS FORMATOS DE VAREJO
title ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
spellingShingle ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
Scalco, Andrea Rossi
service quality
retails formats
fruits and vegetables
street markets
supermarkets
qualidade de serviço
formatos do varejo
frutas
legumes e verduras
feiras livres
supermercados
title_short ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
title_full ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
title_fullStr ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
title_full_unstemmed ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
title_sort ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATS
dc.creator.none.fl_str_mv Scalco, Andrea Rossi
Oliveira, Sandra Cristina de
Fonseca, Amanda Corral da
author Scalco, Andrea Rossi
author_facet Scalco, Andrea Rossi
Oliveira, Sandra Cristina de
Fonseca, Amanda Corral da
author_role author
author2 Oliveira, Sandra Cristina de
Fonseca, Amanda Corral da
author2_role author
author
dc.subject.por.fl_str_mv service quality
retails formats
fruits and vegetables
street markets
supermarkets
qualidade de serviço
formatos do varejo
frutas
legumes e verduras
feiras livres
supermercados
topic service quality
retails formats
fruits and vegetables
street markets
supermarkets
qualidade de serviço
formatos do varejo
frutas
legumes e verduras
feiras livres
supermercados
description Fresh products are distributed by various retail formats such as supermarkets, street markets, varejões, and quitandas. The purchaseof these products by consumers depends on numerous factors such as satisfaction with the service, product quality, facilities, cleanliness and hygiene of the place, proximity, among other factors. The supermarkets have occupyied the place of street markets in selling fruits and vegetables due of the convenience and payment forms. Thus, this research aims to perform an evaluation of the service quality in street markets and in the section of fruits and vegetables (FV) in supermarkets at a city called Tupã in São Paulo state, to point out the strengths and weaknesses of these marketing channels and propose possible improvements, specifically for street markets. It was used the conceptual model of service quality SERVQUAL by Parasuraman, Zeithaml and Barry (1985) for the research. The study pointed flaws in the service quality in both retail facilities, highlighting the dimensions of tangibility and reliability. Specifically in the street markets there are deficiencies in factors related to the modernizaton of equipament, legible written price and legible information about product, orientation to costumers and assurance. Propositions were listed to improve both retail formats, emphasizing the street markes, being able to reverse the degradation process of this relevant retail format.
publishDate 2014
dc.date.none.fl_str_mv 2014-06-27
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revista.dae.ufla.br/index.php/ora/article/view/780
url https://www.revista.dae.ufla.br/index.php/ora/article/view/780
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://www.revista.dae.ufla.br/index.php/ora/article/view/780/428
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Editora UFLA
publisher.none.fl_str_mv Editora UFLA
dc.source.none.fl_str_mv Organizações Rurais & Agroindustriais; Vol. 16 No. 1 (2014)
Organizações Rurais & Agroindustriais; Vol. 16 Núm. 1 (2014)
Organizações Rurais & Agroindustriais; v. 16 n. 1 (2014)
2238-6890
1517-3879
reponame:Organizações Rurais & Agroindustriais (Online)
instname:Universidade Federal de Lavras (UFLA)
instacron:UFLA
instname_str Universidade Federal de Lavras (UFLA)
instacron_str UFLA
institution UFLA
reponame_str Organizações Rurais & Agroindustriais (Online)
collection Organizações Rurais & Agroindustriais (Online)
repository.name.fl_str_mv Organizações Rurais & Agroindustriais (Online) - Universidade Federal de Lavras (UFLA)
repository.mail.fl_str_mv revista.dae@ufla.br
_version_ 1853664406571843584
spelling ASSESSMENT OF SERVICE QUALITY IN THE SECTION OF FRUITS AND VEGETABLES IN RETAIL FORMATSAVALIAÇÃO DA QUALIDADE DE SERVIÇO NA COMERCIALIZAÇÃO DE FRUTAS, LEGUMES E VERDURAS NOS FORMATOS DE VAREJOservice qualityretails formatsfruits and vegetablesstreet marketssupermarketsqualidade de serviçoformatos do varejofrutaslegumes e verdurasfeiras livressupermercadosFresh products are distributed by various retail formats such as supermarkets, street markets, varejões, and quitandas. The purchaseof these products by consumers depends on numerous factors such as satisfaction with the service, product quality, facilities, cleanliness and hygiene of the place, proximity, among other factors. The supermarkets have occupyied the place of street markets in selling fruits and vegetables due of the convenience and payment forms. Thus, this research aims to perform an evaluation of the service quality in street markets and in the section of fruits and vegetables (FV) in supermarkets at a city called Tupã in São Paulo state, to point out the strengths and weaknesses of these marketing channels and propose possible improvements, specifically for street markets. It was used the conceptual model of service quality SERVQUAL by Parasuraman, Zeithaml and Barry (1985) for the research. The study pointed flaws in the service quality in both retail facilities, highlighting the dimensions of tangibility and reliability. Specifically in the street markets there are deficiencies in factors related to the modernizaton of equipament, legible written price and legible information about product, orientation to costumers and assurance. Propositions were listed to improve both retail formats, emphasizing the street markes, being able to reverse the degradation process of this relevant retail format.Produtos frescos são distribuídos por vários formatos do varejo, tais como: supermercados, feiras livres, varejões e quitandas. A compra desses produtos pelos consumidores depende de vários fatores, como: satisfação com o serviço, qualidade do produto, praticidade, limpeza e higiene do local, proximidade, entre outros fatores. O supermercado tem ocupado o lugar das feiras livres na comercialização de frutas, legumes e verduras (FLV), por razões como conveniência e formas de pagamento. Dessa forma tem-se como objetivo avaliar a qualidade do serviço nas feiras livres e nas seções FLV dos supermercados, na cidade de Tupã, levantar os pontos fracos e fortes desses canais de distribuição, e assim inferir com melhorias necessárias, especificamente para as feiras livres. Foi utilizado o modelo conceitual para avaliação da qualidade dos serviços (SERVQUAL) de Parasuraman, Zeithaml e Barry (1985) para realização desta pesquisa. Observou-se neste estudo que a qualidade em ambos os formatos de varejo é baixa, especificamente nas dimensões de tangibilidade e confiabilidade. Especificamente nas feiras livres, as deficiências maiores são relacionadas à falta de modernização de equipamentos, divulgação de preço e produto ilegíveis, orientação ao consumidor e fatores relacionados à segurança. Proposições foram listadas para melhoria de ambos os formatos do varejo, com ênfase nas feiras livres, para que seja possível reverter o processo de degradação desse formato do varejo.Editora UFLA2014-06-27info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revista.dae.ufla.br/index.php/ora/article/view/780Organizações Rurais & Agroindustriais; Vol. 16 No. 1 (2014)Organizações Rurais & Agroindustriais; Vol. 16 Núm. 1 (2014)Organizações Rurais & Agroindustriais; v. 16 n. 1 (2014)2238-68901517-3879reponame:Organizações Rurais & Agroindustriais (Online)instname:Universidade Federal de Lavras (UFLA)instacron:UFLAporhttps://www.revista.dae.ufla.br/index.php/ora/article/view/780/428info:eu-repo/semantics/openAccessScalco, Andrea RossiOliveira, Sandra Cristina deFonseca, Amanda Corral da2021-04-08T21:43:58Zoai:www.revista.dae.ufla.br:article/780Revistahttps://www.revista.dae.ufla.br/index.php/ora/indexPUBhttps://www.revista.dae.ufla.br/index.php/ora/oairevista.dae@ufla.br2238-68901517-3879opendoar:2021-04-08T21:43:58Organizações Rurais & Agroindustriais (Online) - Universidade Federal de Lavras (UFLA)false
score 15,301603

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