Satisfação do Cliente em um Microempreendimento de Pizzaria Delivery em Araguaína–TO

Abstract

The Individual Microentrepreneur (MEI) is a legal category created by the Brazilian federal government in 2008 to formalize small businesses, and since then it has expanded throughout the country. This study aims to demonstrate the satisfaction of customers of a microenterprise in the pizza delivery segment located in the municipality of Araguaína, Tocantins, as well as to indicate how logistical processes related to production, storage, customer service, pricing, and transportation can directly impact customer satisfaction and, consequently, the sustainability of this enterprise in the market. This research is applied, exploratory-descriptive in nature, and uses a quali-quantitative approach. To conduct the study, a semi-structured questionnaire was applied to customers of the pizza delivery service, resulting in 30 responses. The results show a high level of satisfaction regarding product quality, customer service, price, and delivery. These factors contribute to understanding that the integration of logistical processes — such as purchasing, supplies, storage, production, packaging, and transportation — is essential for the quality of the final product and directly contributes to operational efficiency, customer satisfaction, and market competitiveness.