Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos

Detalhes bibliográficos
Autor(a) principal: Lopes, Evandro Luiz
Data de Publicação: 2007
Tipo de documento: Dissertação
Idioma: por
Título da fonte: Biblioteca Digital de Teses e Dissertações da Uninove
Texto Completo: http://bibliotecatede.uninove.br/tede/handle/tede/764
Resumo: There is no doubt about the importance of the services sector in the national economy scene. Data released by IBGE - Instituto Brasileiro de Geografia e Estat??stica (Brazilian Instituteof Geography and Statiscs), show that this industry was responsible for 53,6% of Gross Domestic Product in 2004, and employing approximately 56% of current active workforce. It is also evident the importance of the retailers in the services sector composition, which in 2004 was responsible for handled more than R$ 330 billion in business. Notably in the very last few years, this economy sector has become high competitive, on one hand by national and the professionalism of the operations on the other hand by the entries of new international players. Given this scenario, this research suggests studying the services quality management in the retailers environment and its relationship with customers loyalty to the point of sales. The survey of field information collected 500 customers of a homecenters chain that were analysed using statistical multivariated techniques, such as factorial analysis, linear regression and structural equations modeling, seeking to stablish the relevance between services quality and customer loyalty. The theoretical fundamental framework was based on two quality services models - the SERVQUAL model and the Retail Service Quality model. Among observed results it was found that services quality perceived explain 65% of variance of loyalty behavior the sample, being the Retail Service Quality model the most aproprieted for this type of analysis.
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spelling Nohara, Jouliana Jordanhttp://lattes.cnpq.br/7298129361331638SERVQUALRamuski, Carmen Lidiahttp://lattes.cnpq.br/1336900513641778Acevedo, Cl??udia Rosahttp://lattes.cnpq.br/797018088202538010294482806http://buscatextual.cnpq.br/buscatextual/visualizacv.do?metodo=apresentar&id=K4221963U4Lopes, Evandro Luiz2015-04-17T15:54:52Z2007-11-21http://bibliotecatede.uninove.br/tede/handle/tede/764There is no doubt about the importance of the services sector in the national economy scene. Data released by IBGE - Instituto Brasileiro de Geografia e Estat??stica (Brazilian Instituteof Geography and Statiscs), show that this industry was responsible for 53,6% of Gross Domestic Product in 2004, and employing approximately 56% of current active workforce. It is also evident the importance of the retailers in the services sector composition, which in 2004 was responsible for handled more than R$ 330 billion in business. Notably in the very last few years, this economy sector has become high competitive, on one hand by national and the professionalism of the operations on the other hand by the entries of new international players. Given this scenario, this research suggests studying the services quality management in the retailers environment and its relationship with customers loyalty to the point of sales. The survey of field information collected 500 customers of a homecenters chain that were analysed using statistical multivariated techniques, such as factorial analysis, linear regression and structural equations modeling, seeking to stablish the relevance between services quality and customer loyalty. The theoretical fundamental framework was based on two quality services models - the SERVQUAL model and the Retail Service Quality model. Among observed results it was found that services quality perceived explain 65% of variance of loyalty behavior the sample, being the Retail Service Quality model the most aproprieted for this type of analysis.?? inquestion??vel a import??ncia do setor de servi??os no cen??rio econ??mico nacional. Dados divulgados pelo IBGE - Instituto Brasileiro de Geografia e Estat??stica revelam que este setor era respons??vel pela gera????o de 53,6% do Produto Interno Bruto do ano de 2004, empregando aproximadamente 56% da m??o de obra ativa. Tamb??m ?? evidente a import??ncia do com??rcio varejista na composi????o do setor de servi??os, que em 2004 movimentou mais de R$ 330 bilh??es em neg??cios. Notadamente nos ??ltimos anos, este ramo econ??mico tornou-se bastante competitivo, tanto pela profissionaliza????o das opera????es nacionais como pela entrada de novos players internacionais. Diante deste cen??rio, esta pesquisa prop??e estudar a gest??o da qualidade de servi??os no ambiente varejista e sua rela????o com a lealdade dos consumidores aos pontos de vendas. A pesquisa de campo coletou informa????es de 500 clientes de uma rede de homecenters que foram analisadas por meio de t??cnicas estat??sticas multivariadas, tais como an??lise fatorial, regress??o linear e modelagem por equa????es estruturais, buscando entender qual a relev??ncia da qualidade de servi??os na lealdade. O arcabou??o te??rico fundamental foi alicer??ado em dois modelos de qualidade de servi??os - o modelo SERVQUAL e o modelo Retail Service Quality. Dentre os resultados observados verificou-se que a Qualidade de servi??os percebida explica 65% da vari??ncia da Lealdade atitudinal da amostra, sendo o modelo RSQ mais apropriado para este tipo de an??lise.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2015-04-17T15:54:52Z No. of bitstreams: 1 B_Evandro Luiz Lopes.pdf: 1073582 bytes, checksum: 1faa92d1e7465b338ee7704cc3b35d3b (MD5)Made available in DSpace on 2015-04-17T15:54:52Z (GMT). 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dc.title.por.fl_str_mv Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
title Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
spellingShingle Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
Lopes, Evandro Luiz
lealdade
qualidade de servi??os
varejo
SERVQUAL
RSQ
sevices quality
loyalty
Retail
RSQ
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
title_short Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
title_full Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
title_fullStr Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
title_full_unstemmed Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
title_sort Avalia????o do impacto da qualidade de servi??os na lealdade dos consumidores de materiais para constru????o civil : aplica????o dos modelos SERVQUAL e RSQ em homecenters paulistanos
author Lopes, Evandro Luiz
author_facet Lopes, Evandro Luiz
author_role author
dc.contributor.advisor1.fl_str_mv Nohara, Jouliana Jordan
dc.contributor.advisor1Lattes.fl_str_mv http://lattes.cnpq.br/7298129361331638
dc.contributor.advisor-co1.fl_str_mv SERVQUAL
dc.contributor.referee1.fl_str_mv Ramuski, Carmen Lidia
dc.contributor.referee1Lattes.fl_str_mv http://lattes.cnpq.br/1336900513641778
dc.contributor.referee2.fl_str_mv Acevedo, Cl??udia Rosa
dc.contributor.referee2Lattes.fl_str_mv http://lattes.cnpq.br/7970180882025380
dc.contributor.authorID.fl_str_mv 10294482806
dc.contributor.authorLattes.fl_str_mv http://buscatextual.cnpq.br/buscatextual/visualizacv.do?metodo=apresentar&id=K4221963U4
dc.contributor.author.fl_str_mv Lopes, Evandro Luiz
contributor_str_mv Nohara, Jouliana Jordan
SERVQUAL
Ramuski, Carmen Lidia
Acevedo, Cl??udia Rosa
dc.subject.por.fl_str_mv lealdade
qualidade de servi??os
varejo
SERVQUAL
RSQ
topic lealdade
qualidade de servi??os
varejo
SERVQUAL
RSQ
sevices quality
loyalty
Retail
RSQ
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
dc.subject.eng.fl_str_mv sevices quality
loyalty
Retail
RSQ
dc.subject.cnpq.fl_str_mv CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
description There is no doubt about the importance of the services sector in the national economy scene. Data released by IBGE - Instituto Brasileiro de Geografia e Estat??stica (Brazilian Instituteof Geography and Statiscs), show that this industry was responsible for 53,6% of Gross Domestic Product in 2004, and employing approximately 56% of current active workforce. It is also evident the importance of the retailers in the services sector composition, which in 2004 was responsible for handled more than R$ 330 billion in business. Notably in the very last few years, this economy sector has become high competitive, on one hand by national and the professionalism of the operations on the other hand by the entries of new international players. Given this scenario, this research suggests studying the services quality management in the retailers environment and its relationship with customers loyalty to the point of sales. The survey of field information collected 500 customers of a homecenters chain that were analysed using statistical multivariated techniques, such as factorial analysis, linear regression and structural equations modeling, seeking to stablish the relevance between services quality and customer loyalty. The theoretical fundamental framework was based on two quality services models - the SERVQUAL model and the Retail Service Quality model. Among observed results it was found that services quality perceived explain 65% of variance of loyalty behavior the sample, being the Retail Service Quality model the most aproprieted for this type of analysis.
publishDate 2007
dc.date.issued.fl_str_mv 2007-11-21
dc.date.accessioned.fl_str_mv 2015-04-17T15:54:52Z
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