E-Commerce e a satisfação dos consumidores: um estudo de caso em uma hamburgueria em Palmeira das Missões

Abstract

This research aimed to analyze the level of satisfaction of e-consumers in relation to the performance of the e-commerce of Beccu's Hamburgueria, located in Palmeira das Missões, in the State of Rio Grande do Sul. For that, as for the purpose, it used applied, documentary and case study research. As for the objectives, descriptive research was used. With regard to technical procedures, a survey of data. As for the object, a bibliographical research and a field research. As for the form of approach, both quantitative and qualitative research were chosen. For data collection, aiming to ensure the quality of the research, a pre-test was performed with an embryonic questionnaire. Subsequently, the questionnaire was applied through the Google Forms tool. The analysis of the collected data was carried out, both from a quantitative point of view – statistical analysis – and from a qualitative point of view – interpretation of data, based on the theoretical framework of the areas of Applied Social Sciences and Human Sciences. The results obtained by the survey showed that most respondents are satisfied with Beccu's Hamburgueria e-commerce. However, it is always necessary to seek strategies to accompany this satisfaction, seeking the retention and loyalty of e-consumers, to guarantee the organization's maintenance, success and perpetuity.