Percorrer por autor "Lima, Diogo André Costa"
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- Customer satisfaction in the pet food subscription-based online servicesPublication . Lima, Diogo André Costa; Ramos, Ricardo FilipePet owners are becoming increasingly aware of their pets’ well-being. Pet food Subscription-based Online Services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS Customer Satisfaction and its effect on Continuance Intention. To achieve our goal, 29,723 online reviews from 10 pet food SOS brands were collected from Trustpilot. A term frequency matrix was developed through text mining techniques and used as an input to construct a structural equation model. Results suggest that E-Service Quality, Healthfulness, Ingredients and Nutrition, and Extrinsic Attributes positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Continuance Intention. These findings provide pet food SOS managers insights that can be used to implement measures to achieve Customer Satisfaction and, consequently, ensure that customers continue to use the pet food SOS.