Users satisfaction for the Pontual supermarket chain online shopping appilcation

Abstract

In the recent years, new technologies have been gaining more space over our environment, thus, it has been facilitating and helping enterprises on a daily basis (ALVES, 2009; GONÇALVES, 20007). Aware of this reality, supermarket Pontual Chain aimed to conciliate these characteristics to the need to attract and captivate its clients. In this direction, a research was conducted at supermarket Pontual Chain, situated in Ituiutaba city in the state of Minas Gerais aiming to identify the main generator factors of satisfaction with the use of an online shopping application at supermarket Pontual Chain, being this the main goal of this present study. The methodology was concentrated on the diagnosis reported through users’ satisfaction descriptive and interpretative survey analysis of content, emphasizing the case study method (BARDIN, 2010; VERGARA, 2015; YIN, 2005). The results show that there is indeed a number of factors as comfort, speed, time saving, sales, prices and benefits that interfere with the satisfaction of users-clients and contribute mainly to promote clients’ loyalty, as the results revealed by the studies of Alberto (2009), Gonçalves (2007) e Lima (2001). Ultimately, it is considered that this study can contribute to broaden the debate and reflections on the approached theme and also to the studied company, since it may assist in  present and future decision making, support enterprises that share the same segment of the market help them choose a method (online shopping application) that will attract clients, reduce costs and help with the notion of Social and Environmental Responsibility process such as reduction of leaflets distribution and printed material.