Loading...
Publication
Avaliação das queixas e das reclamações relativas aos serviços do setor agroalimentar da Região Autónoma da Madeira: perspetiva do consumidor
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 406.65 KB | Adobe PDF |
Advisor(s)
Abstract(s)
Perante a insatisfação associada à compra de um bem alimentar ou ao usufruto de um serviço, o consumidor poderá apresentar uma queixa ou reclamação, recorrendo a vias institucionais estabelecidas legalmente. A presente investigação visa avaliar os motivos associados às queixas e reclamações desenvolvidas pelo consumidor para o setor agroalimentar na Região Autónoma da Madeira, durante o triénio 2006-2008. Foram analisados 5.657 documentos registados nos serviços da Inspeção Autónoma Regional das Atividades Económicas da Região Autónoma da Madeira. Elaboraram-se para uniformização da recolha da informação constante nos referidos documentos, três questionários distintos: para queixas, reclamações e processos. O setor agroalimentar representou 48,9% das queixas e 22,2% das reclamações, tendo sido os estabelecimentos da restauração e do retalho alimentar os sujeitos a um maior número de queixas e reclamações, respetivamente. Uma larga maioria das reclamações, 55,3%, reportam situações de não infração, associadas a falhas nos serviços e atendimentos. A infração por falta de asseio e higiene foi a que apresentou uma maior concordância entre o detetado aquando das fiscalizações e o descrito pelo consumidor. Para as demais infrações, os factos denunciados pelo consumidor não foram verificados, dificultando a otimização das ações das entidades inspetivas, podendo igualmente provocar descontentamento por parte dos consumidores.
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.
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.
Description
Keywords
Géneros alimentícios Natureza da infração Tipo de estabelecimento Food products Nature of offense Type of establishment
Pedagogical Context
Citation
Delgado, P., Moura, A. P., & Cunha, L. M. (2014). Avaliação das queixas e das reclamações relativas aos serviços do setor agroalimentar da Região Autónoma da Madeira: perspetiva do consumidor [Assessment of written and filed complaints regarding services in the agro-food sector in the Autonomous Region of Madeira: Consumer perspective], Alimentação Humana, 20(2/3), 24-38.
Publisher
Sociedade Portuguesa de Ciências da Nutrição e Alimentação