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
Autor(a) principal: | |
---|---|
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. |
id |
NOVE_b9edd6f0ffb33f7223b1727c5fd9b820 |
---|---|
oai_identifier_str |
oai:localhost:tede/764 |
network_acronym_str |
NOVE |
network_name_str |
Biblioteca Digital de Teses e Dissertações da Uninove |
repository_id_str |
|
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). No. of bitstreams: 1 B_Evandro Luiz Lopes.pdf: 1073582 bytes, checksum: 1faa92d1e7465b338ee7704cc3b35d3b (MD5) Previous issue date: 2007-11-21application/pdfporUniversidade Nove de JulhoPrograma de P??s-Gradua????o em Administra????oUninoveBrasilAdministra????olealdadequalidade de servi??osvarejoSERVQUALRSQsevices qualityloyaltyRetailRSQCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOAvalia????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 paulistanosinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis8024035432632778221600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALB_Evandro Luiz Lopes.pdfB_Evandro Luiz Lopes.pdfapplication/pdf1073582http://localhost:8080/tede/bitstream/tede/764/2/B_Evandro+Luiz+Lopes.pdf1faa92d1e7465b338ee7704cc3b35d3bMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/764/1/license.txta29ee53e1b3208ad99592263fc80192aMD51tede/7642015-08-03 16:01:48.054oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2015-08-03T19:01:48Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
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 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/tede/handle/tede/764 |
url |
http://bibliotecatede.uninove.br/tede/handle/tede/764 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.cnpq.fl_str_mv |
8024035432632778221 |
dc.relation.confidence.fl_str_mv |
600 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho |
dc.publisher.program.fl_str_mv |
Programa de P??s-Gradua????o em Administra????o |
dc.publisher.initials.fl_str_mv |
Uninove |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
Administra????o |
publisher.none.fl_str_mv |
Universidade Nove de Julho |
dc.source.none.fl_str_mv |
reponame:Biblioteca Digital de Teses e Dissertações da Uninove instname:Universidade Nove de Julho (UNINOVE) instacron:UNINOVE |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
UNINOVE |
institution |
UNINOVE |
reponame_str |
Biblioteca Digital de Teses e Dissertações da Uninove |
collection |
Biblioteca Digital de Teses e Dissertações da Uninove |
bitstream.url.fl_str_mv |
http://localhost:8080/tede/bitstream/tede/764/2/B_Evandro+Luiz+Lopes.pdf http://localhost:8080/tede/bitstream/tede/764/1/license.txt |
bitstream.checksum.fl_str_mv |
1faa92d1e7465b338ee7704cc3b35d3b a29ee53e1b3208ad99592263fc80192a |
bitstream.checksumAlgorithm.fl_str_mv |
MD5 MD5 |
repository.name.fl_str_mv |
Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
bibliotecatede@uninove.br||bibliotecatede@uninove.br |
_version_ |
1811016862916411392 |