The extension of the dimensions of quality in the consumers' curiosity of the 1st Capixaba Fair of Agrarian Reform Products

Abstract

Evaluates the quality of services provided in the first edition of the Capixaba Fair of Agrarian Reform Products of Espírito Santo, using the theoretical-methodological approach Servqual. It examines the importance and satisfaction matrix as a tool for analyzing the data in relation to the five dimensions of quality: Reliability, Empathy, Assurance, Responsiveness and Tangibility. Checks the quality of the services offered by the fair, highlighting the strengths and weaknesses in a fair. This research is a survey study, using the critical incident technique and the semi-structured questionnaire. Theresults obtained evidence that customers consider the dimension empathy important and well performed by the marketers. In this three-day period, the event interconnected the university extension, the urban community and the peasant worker, explaining to the consumers of the Metropolitan Region of Greater Vitória the value of the agrarian productive process, making income possible for settled families, Earth.