Publicação
The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry
| Resumo: | The retail industry has in the last decades assumed a preponderant role in the Portuguese economy, similar to that of other European countries, and is definitely one of the biggest and more vibrant industries nowadays. The significance of the retail industry for the Portuguese economy, a central sector for its growth and dynamic, and the relationship between service quality and efficiency of business are the motivations for this study. In a highly competitive industry, as is the retailing sector, it is crucial that organizations have a good knowledge of the business aspects that are important to their customers. The purpose of this study is to identify the dimensions of service quality and to evaluate the interrelationships among customer satisfaction, perceived value and behavioural intentions and service quality in the modern retail industry. A multi-level and hierarchical model is used as an instrument to synthesize the effects of customer satisfaction, service quality and perceived value on behavioural intentions of customers at retail stores. The results shown that, service perceived quality significantly influences customer satisfaction. Also perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, retail service quality and perceived value significantly affect behavioural intentions towards the act of buying. |
|---|---|
| Autores principais: | Fernandes, Paula Odete |
| Outros Autores: | Veloso, Cláudia M.; Magueta, Daniel; Ribeiro, Humberto |
| Assunto: | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| Ano: | 2017 |
| País: | Portugal |
| Tipo de documento: | comunicação em conferência |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Instituto Politécnico de Bragança |
| Idioma: | inglês |
| Origem: | Biblioteca Digital do IPB |
| _version_ | 1867173296533929984 |
|---|---|
| author | Fernandes, Paula Odete |
| author2 | Veloso, Cláudia M. Magueta, Daniel Ribeiro, Humberto |
| author2_role | author author author |
| author_facet | Fernandes, Paula Odete Veloso, Cláudia M. Magueta, Daniel Ribeiro, Humberto |
| author_role | author |
| contributor_name_str_mv | Biblioteca Digital do IPB |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Fernandes, Paula Odete\",\"Person.identifier.orcid\":\"0000-0001-8714-4901\"},{\"Person.name\":\"Veloso, Cláudia M.\"},{\"Person.name\":\"Magueta, Daniel\"},{\"Person.name\":\"Ribeiro, Humberto\"}] |
| datacite.contributors.contributor.contributorName.fl_str_mv | Biblioteca Digital do IPB |
| datacite.creators.creator.creatorName.fl_str_mv | Fernandes, Paula Odete Veloso, Cláudia M. Magueta, Daniel Ribeiro, Humberto |
| datacite.date.Accepted.fl_str_mv | 2017-01-01T00:00:00Z |
| datacite.date.available.fl_str_mv | 2018-07-24T14:32:34Z |
| datacite.date.embargoed.fl_str_mv | 2018-07-24T14:32:34Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| datacite.titles.title.fl_str_mv | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| dc.contributor.none.fl_str_mv | Biblioteca Digital do IPB |
| dc.creator.none.fl_str_mv | Fernandes, Paula Odete Veloso, Cláudia M. Magueta, Daniel Ribeiro, Humberto |
| dc.date.Accepted.fl_str_mv | 2017-01-01T00:00:00Z |
| dc.date.available.fl_str_mv | 2018-07-24T14:32:34Z |
| dc.date.embargoed.fl_str_mv | 2018-07-24T14:32:34Z |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10198/17841 |
| dc.language.none.fl_str_mv | eng |
| dc.publisher.none.fl_str_mv | Economic and Social Development |
| dc.rights.cclincense.fl_str_mv | http://creativecommons.org/licenses/by/4.0/ |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| dc.title.fl_str_mv | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_5794 |
| description | The retail industry has in the last decades assumed a preponderant role in the Portuguese economy, similar to that of other European countries, and is definitely one of the biggest and more vibrant industries nowadays. The significance of the retail industry for the Portuguese economy, a central sector for its growth and dynamic, and the relationship between service quality and efficiency of business are the motivations for this study. In a highly competitive industry, as is the retailing sector, it is crucial that organizations have a good knowledge of the business aspects that are important to their customers. The purpose of this study is to identify the dimensions of service quality and to evaluate the interrelationships among customer satisfaction, perceived value and behavioural intentions and service quality in the modern retail industry. A multi-level and hierarchical model is used as an instrument to synthesize the effects of customer satisfaction, service quality and perceived value on behavioural intentions of customers at retail stores. The results shown that, service perceived quality significantly influences customer satisfaction. Also perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, retail service quality and perceived value significantly affect behavioural intentions towards the act of buying. |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | conferencePaper |
| fulltext.url.fl_str_mv | https://bibliotecadigital.ipb.pt/bitstreams/b1278ea5-84f9-4294-bb2a-38737bb7110d/download |
| funding.funder.alternateName_str_mv | FCT |
| funding.funder.identifier_str_mv | http://doi.org/10.13039/501100001871 |
| funding.funder.name_str_mv | Fundação para a Ciência e a Tecnologia |
| funding.name_str_mv | 6817 - DCRRNI ID |
| id | ipb_defdb18ba613f2fc3a0021367cbd2d74 |
| identifier.url.fl_str_mv | http://hdl.handle.net/10198/17841 |
| instacron_str | ipb |
| institution | Instituto Politécnico de Bragança |
| instname_str | Instituto Politécnico de Bragança |
| language | eng |
| network_acronym_str | ipb |
| network_name_str | Biblioteca Digital do IPB |
| oai_identifier_str | oai:bibliotecadigital.ipb.pt:10198/17841 |
| organization_str_mv | urn:organizationAcronym:ipb |
| person_str_mv | Fernandes, Paula Odete Fernandes, Paula Odete https://www.ciencia-id.pt/991D-9D1E-D67D 991D-9D1E-D67D http://orcid.org/0000-0001-8714-4901 0000-0001-8714-4901 Veloso, Cláudia M. Magueta, Daniel Ribeiro, Humberto |
| publishDate | 2017 |
| publisher.none.fl_str_mv | Economic and Social Development |
| reponame_str | Biblioteca Digital do IPB |
| repository_id_str | urn:repositoryAcronym:ipb |
| service_str_mv | urn:repositoryAcronym:ipb |
| spelling | engEconomic and Social Developmentpt_PTThe retail industry has in the last decades assumed a preponderant role in the Portuguese economy, similar to that of other European countries, and is definitely one of the biggest and more vibrant industries nowadays. The significance of the retail industry for the Portuguese economy, a central sector for its growth and dynamic, and the relationship between service quality and efficiency of business are the motivations for this study. In a highly competitive industry, as is the retailing sector, it is crucial that organizations have a good knowledge of the business aspects that are important to their customers. The purpose of this study is to identify the dimensions of service quality and to evaluate the interrelationships among customer satisfaction, perceived value and behavioural intentions and service quality in the modern retail industry. A multi-level and hierarchical model is used as an instrument to synthesize the effects of customer satisfaction, service quality and perceived value on behavioural intentions of customers at retail stores. The results shown that, service perceived quality significantly influences customer satisfaction. Also perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, retail service quality and perceived value significantly affect behavioural intentions towards the act of buying.application/pdfpt_PTThe effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industryPersonalFernandes, Paula OdeteDSpacehttp://dspace.org/items/2269147c-2b53-4d1c-bc1b-f1367d197262DSpacehttp://dspace.org/items/2269147c-2b53-4d1c-bc1b-f1367d197262FernandesPaula OdeteCiência IDhttps://www.ciencia-id.pt991D-9D1E-D67DORCIDhttp://orcid.org0000-0001-8714-4901Scopus Author IDhttps://www.scopus.com35200741800Veloso, Cláudia M.Magueta, DanielRibeiro, HumbertoHostingInstitutionOrganizationalBiblioteca Digital do IPBe-mailmailto:dspace@ipb.ptdspace@ipb.pt2018-07-24T14:32:34Z20172017-01-01T00:00:00ZHandlehttp://hdl.handle.net/10198/17841http://purl.org/coar/access_right/c_abf2open accessCustomer satisfactionPerceived valueRetail service qualityBehavioural intentionsPortugal1165556 bytesFundação para a Ciência e a TecnologiaUnidade de Investigação Aplicada em Gestão6817 - DCRRNI IDCrossref Funder IDhttp://doi.org/10.13039/501100001871other research producthttp://purl.org/coar/resource_type/c_5794conference paper2017http://creativecommons.org/licenses/by/4.0/http://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://bibliotecadigital.ipb.pt/bitstreams/b1278ea5-84f9-4294-bb2a-38737bb7110d/download23rd International Scientific Conference on Economic and Social Development330342Madrid |
| spellingShingle | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry Fernandes, Paula Odete Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| status | SINGLETON |
| subject.fl_str_mv | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| title | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| title_full | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| title_fullStr | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| title_full_unstemmed | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| title_short | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| title_sort | The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industry |
| topic | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| topic_facet | Customer satisfaction Perceived value Retail service quality Behavioural intentions Portugal |
| url | http://hdl.handle.net/10198/17841 |
| visible | 1 |