Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers

Detalhes bibliográficos
Autor(a) principal: Ferreira, Jorge Brantes
Data de Publicação: 2014
Outros Autores: Freitas, Angilberto Sabino de, Nunes, Deborah Coutinho Gil, Giovannini, Cristiane Junqueira
Tipo de documento: Artigo
Idioma: por
eng
Título da fonte: Revista Brasileira de Gestão de Negócios (Online)
Texto Completo: https://rbgn.fecap.br/RBGN/article/view/1488
Resumo: This paper evaluated consumers’ perceptions ofBrazilian Home Broker services in the onlineenvironment. Based on the model suggestedby Balasubramanian, Konana and Menon(2003), the effects of relevant online consumerbehavior constructs on customer satisfactionwith the service were analyzed. Constructs suchas perceived operational competence, willingnessto trust and perceived environmental securitywere employed, in a model fully mediated bytrust. A questionnaire with scales previouslyused in literature was employed to measure therelevant constructs and structural equationsapplied to analyze the relationships found. Resultsshow a strong relationship between perceivedenvironment security and perceived operationalcompetence, indicating that trust formationprecedes satisfaction in online financial servicestransactions within the Brazilian context.
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spelling Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokersFactores que influyen en la satisfacción de las transacciones financieras por internet: un estudio sobre inversores de agencias inmobiliarias virtualesFatores que Afetam a Satisfação em Transações Financeiras Online: um estudo sobre o investidor de corretoras de valores mobiliários virtuaisHome broker. Trust. Satisfaction. Online investor. Financial services.Agencia Inmobiliaria. Confianza. Satisfacción. Inversores online. Servicios financieros.Home broker. Confiança. Satisfação. Investidor online. Serviços financeiros.This paper evaluated consumers’ perceptions ofBrazilian Home Broker services in the onlineenvironment. Based on the model suggestedby Balasubramanian, Konana and Menon(2003), the effects of relevant online consumerbehavior constructs on customer satisfactionwith the service were analyzed. Constructs suchas perceived operational competence, willingnessto trust and perceived environmental securitywere employed, in a model fully mediated bytrust. A questionnaire with scales previouslyused in literature was employed to measure therelevant constructs and structural equationsapplied to analyze the relationships found. Resultsshow a strong relationship between perceivedenvironment security and perceived operationalcompetence, indicating that trust formationprecedes satisfaction in online financial servicestransactions within the Brazilian context.Este trabajo tiene como objetivo estudiar lapercepción de los consumidores sobre losservicios de Agencias Inmobiliarias online (homebrokers). Con base en el modelo propuesto porBalasubramanian et al. (2003), se analizaron losefectos que varias variables relacionadas con eluso de servicios financieros online (confianza,competencia operativa, la disposición a confiar y lapercepción de seguridad ambiental) tienen sobrela satisfacción del consumidor al utilizar serviciosde home broker. Se elaboró un cuestionario conescalas existentes en la literatura para medirlos constructos propuestos y sus relaciones seanalizaron en el contexto brasileño a travésde ecuaciones estructurales. Los resultadosmuestran una fuerte relación entre la percepciónde seguridad y la percepción de la competenciaoperativa, indicando además que la confianzainfluye significativamente en la satisfacción de losconsumidores brasileños cuando utilizan serviciosfinancieros online.Este trabalho tem como objeto de estudo a percepçãode consumidores com relação a serviçosonline de corretoras de valores (home brokers).Com base no modelo proposto por Balasubramanian,Konana e Menon (2003), foram analisadosos efeitos que diversos construtos relevantes parao consumo de serviços financeiros online (confiança,competência operacional, disposição paraa confiança e segurança ambiental percebida)possuem sobre a satisfação dos consumidores aoutilizarem serviços de home broker. Foi elaboradoum questionário com escalas existentes na literaturapara medir os construtos propostos e analisadassuas relações no contexto brasileiro via equaçõesestruturais. Os resultados apontam forte relaçãoentre a segurança e a competência operacionalpercebidas, indicando também que a confiança impacta significativamente o grau de satisfação de consumidores brasileiros quando utilizam serviços financeiros online.FECAP2014-09-17info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por paresapplication/pdfapplication/pdfhttps://rbgn.fecap.br/RBGN/article/view/148810.7819/rbgn.v16i51.1488Review of Business Management; Vol. 16 No. 51 (2014); 257-276RBGN Revista Brasileira de Gestão de Negócios; Vol. 16 Núm. 51 (2014); 257-276RBGN - Revista Brasileira de Gestão de Negócios; v. 16 n. 51 (2014); 257-2761983-08071806-4892reponame:Revista Brasileira de Gestão de Negócios (Online)instname:Fundação Escola de Comércio Álvares Penteado (FECAP)instacron:FECAPporenghttps://rbgn.fecap.br/RBGN/article/view/1488/pdf_52https://rbgn.fecap.br/RBGN/article/view/1488/pdf_51Copyright (c) 2014 Review of Business Managementinfo:eu-repo/semantics/openAccessFerreira, Jorge BrantesFreitas, Angilberto Sabino deNunes, Deborah Coutinho GilGiovannini, Cristiane Junqueira2021-07-21T16:31:44Zoai:ojs.emnuvens.com.br:article/1488Revistahttp://rbgn.fecap.br/RBGN/indexhttps://rbgn.fecap.br/RBGN/oai||jmauricio@fecap.br1983-08071806-4892opendoar:2021-07-21T16:31:44Revista Brasileira de Gestão de Negócios (Online) - Fundação Escola de Comércio Álvares Penteado (FECAP)false
dc.title.none.fl_str_mv Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
Factores que influyen en la satisfacción de las transacciones financieras por internet: un estudio sobre inversores de agencias inmobiliarias virtuales
Fatores que Afetam a Satisfação em Transações Financeiras Online: um estudo sobre o investidor de corretoras de valores mobiliários virtuais
title Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
spellingShingle Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
Ferreira, Jorge Brantes
Home broker. Trust. Satisfaction. Online investor. Financial services.
Agencia Inmobiliaria. Confianza. Satisfacción. Inversores online. Servicios financieros.
Home broker. Confiança. Satisfação. Investidor online. Serviços financeiros.
title_short Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
title_full Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
title_fullStr Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
title_full_unstemmed Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
title_sort Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers
author Ferreira, Jorge Brantes
author_facet Ferreira, Jorge Brantes
Freitas, Angilberto Sabino de
Nunes, Deborah Coutinho Gil
Giovannini, Cristiane Junqueira
author_role author
author2 Freitas, Angilberto Sabino de
Nunes, Deborah Coutinho Gil
Giovannini, Cristiane Junqueira
author2_role author
author
author
dc.contributor.author.fl_str_mv Ferreira, Jorge Brantes
Freitas, Angilberto Sabino de
Nunes, Deborah Coutinho Gil
Giovannini, Cristiane Junqueira
dc.subject.por.fl_str_mv Home broker. Trust. Satisfaction. Online investor. Financial services.
Agencia Inmobiliaria. Confianza. Satisfacción. Inversores online. Servicios financieros.
Home broker. Confiança. Satisfação. Investidor online. Serviços financeiros.
topic Home broker. Trust. Satisfaction. Online investor. Financial services.
Agencia Inmobiliaria. Confianza. Satisfacción. Inversores online. Servicios financieros.
Home broker. Confiança. Satisfação. Investidor online. Serviços financeiros.
description This paper evaluated consumers’ perceptions ofBrazilian Home Broker services in the onlineenvironment. Based on the model suggestedby Balasubramanian, Konana and Menon(2003), the effects of relevant online consumerbehavior constructs on customer satisfactionwith the service were analyzed. Constructs suchas perceived operational competence, willingnessto trust and perceived environmental securitywere employed, in a model fully mediated bytrust. A questionnaire with scales previouslyused in literature was employed to measure therelevant constructs and structural equationsapplied to analyze the relationships found. Resultsshow a strong relationship between perceivedenvironment security and perceived operationalcompetence, indicating that trust formationprecedes satisfaction in online financial servicestransactions within the Brazilian context.
publishDate 2014
dc.date.none.fl_str_mv 2014-09-17
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Avaliado por pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/1488
10.7819/rbgn.v16i51.1488
url https://rbgn.fecap.br/RBGN/article/view/1488
identifier_str_mv 10.7819/rbgn.v16i51.1488
dc.language.iso.fl_str_mv por
eng
language por
eng
dc.relation.none.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/1488/pdf_52
https://rbgn.fecap.br/RBGN/article/view/1488/pdf_51
dc.rights.driver.fl_str_mv Copyright (c) 2014 Review of Business Management
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2014 Review of Business Management
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv FECAP
publisher.none.fl_str_mv FECAP
dc.source.none.fl_str_mv Review of Business Management; Vol. 16 No. 51 (2014); 257-276
RBGN Revista Brasileira de Gestão de Negócios; Vol. 16 Núm. 51 (2014); 257-276
RBGN - Revista Brasileira de Gestão de Negócios; v. 16 n. 51 (2014); 257-276
1983-0807
1806-4892
reponame:Revista Brasileira de Gestão de Negócios (Online)
instname:Fundação Escola de Comércio Álvares Penteado (FECAP)
instacron:FECAP
instname_str Fundação Escola de Comércio Álvares Penteado (FECAP)
instacron_str FECAP
institution FECAP
reponame_str Revista Brasileira de Gestão de Negócios (Online)
collection Revista Brasileira de Gestão de Negócios (Online)
repository.name.fl_str_mv Revista Brasileira de Gestão de Negócios (Online) - Fundação Escola de Comércio Álvares Penteado (FECAP)
repository.mail.fl_str_mv ||jmauricio@fecap.br
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