Fatores Determinantes da Satisfação de Usuários do Programa Microempreendedor Individual

Abstract

The Brazilian government program called “Microempreendedor Individual” (MEI), or individual micro-entrepreneur, is a juridical personality that was recently included in the Brazilian law. The government objective is to include on establishment some millions of people who are working out of the formal economy, and at the same time, offer them other benefits. The analysis of the benefits that affect the user satisfaction of the MEI program can help on strategies to attract new participants. With the benefits identified, it is possible to optimize resources to achieve better outcomes to the program. The objective of this research was to analyze the determinants of the satisfaction of the MEI program participants. For this the research was based on an adaptation of the satisfaction measurement model of Johnson et al (2001). The survey inquired 152 (one hundred and fifty two) individual micro-entrepreneur that were having their own small business in the city of Sobral, in the northeast of Brazil, through structured questionnaires. For the analysis of the data was used the multiple linear regression. The results show that among the 29 (twenty nine) independent variables used in the study, only 11 (eleven) are significant to the users' perception of the program and explain 52.60% of the variation of the satisfaction.

Keywords

• Individual micro-entrepreneur
• Customer satisfaction
• National Satisfaction Index