文章基本信息

标题：Qualidade percebida e seus impactos sobre a satisfação, confiança e lealdade: um estudo com varejistas eletrônicos de serviços de download gratuito DOI:10.5007/2175-8077.2011v13n30p249
本地全文：下载
作者：Paulo de Paula Baptista ; Wesley Vieira da Silva ; Lirian Patty Goss 等
期刊名称：Revista de Ciências da Administração : RCA
印刷版ISSN：1516-3865
电子版ISSN：2175-8077
出版年度：2011
卷号：13
期号：30
页码：249-277
语种：Portuguese
出版社：Universidade Federal de Santa Catarina
摘要：This work aims at evaluating the opinion of the consumers about the quality of the services offered by toll-free download websites and at assessing the corresponding influence in terms of loyalty, satisfaction and trust toward the sites. The final sample collected consists of 5.793 users who use download websites. To analyze the data, conventional techniques of univariated statistics and the technique of modeling of structural equations were used. The results thus obtained have confirmed three of the six hypotheses that had been defined a priori, demonstrating that satisfaction has direct and positive effects on loyalty and trust and that perceived quality has direct effects on satisfaction. Three other hypotheses have been rejected, indicating that neither quality nor trust have direct effects on loyalty and that quality also does not directly influence trust.
关键词：Perceived quality. Satisfaction.Loyalty. Trust. Download websites.;Qualidade percebida. Satisfação. Lealdade. Confiança.Sites de download.