RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE
Autor(a) principal: | |
---|---|
Data de Publicação: | 2016 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng por |
Título da fonte: | Contextus (Fortaleza. Online) |
Texto Completo: | http://periodicos.ufc.br/contextus/article/view/788 |
Resumo: | Technological innovation allows different strategies to attend wants and needs of customers. Compared to traditional physical stores, electronic commerce offers an easier access and search process to the buyer, allowing them to find the most suitable offer, concerning brands, price, delivery and freight. This landscape heightens the challenge for sellers to develop a relationship quality marketing with their clients instead of a transactional marketing approach, which sometimes means one sole purchase. This paper reports the construction of a model to measure the relationship quality between consumers and e-commerce sellers, exploring demographic variables, attitude, behavior and loyalty toward electronic purchase, perceived value, commitment, satisfaction and trust. A survey with a non-probabilistic sample from a Brazilian nationwide electronic commerce vendor database covered 2009-2013 period. The initial findings have led to expand the research to include perceived value, commitment, satisfaction and trust using Structural Equation Modeling. |
id |
UFC-12_733e3c74237029f1585ec76ac823816a |
---|---|
oai_identifier_str |
oai:periodicos.ufc:article/32258 |
network_acronym_str |
UFC-12 |
network_name_str |
Contextus (Fortaleza. Online) |
repository_id_str |
|
spelling |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCERELATIONSHIP QUALITY IN ELECTRONIC COMMERCE (LA CALIDAD DE LA RELACIÓN DEL COMERCIO ELECTRÓNICO)RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE (RELACIONAMENTO DE QUALIDADE NO COMÉRCIO ELETRÔNICO)E-commerce. Relationship quality. Perceived value. Commitment. Trust.Comercio electrónico. Valor percibido. Calidad de la relación. Compromiso. Confianza.E-commerce. Relacionamento de qualidade. Valor percebido. Comprometimento. Confiança.Technological innovation allows different strategies to attend wants and needs of customers. Compared to traditional physical stores, electronic commerce offers an easier access and search process to the buyer, allowing them to find the most suitable offer, concerning brands, price, delivery and freight. This landscape heightens the challenge for sellers to develop a relationship quality marketing with their clients instead of a transactional marketing approach, which sometimes means one sole purchase. This paper reports the construction of a model to measure the relationship quality between consumers and e-commerce sellers, exploring demographic variables, attitude, behavior and loyalty toward electronic purchase, perceived value, commitment, satisfaction and trust. A survey with a non-probabilistic sample from a Brazilian nationwide electronic commerce vendor database covered 2009-2013 period. The initial findings have led to expand the research to include perceived value, commitment, satisfaction and trust using Structural Equation Modeling.La innovación tecnológica permite diferentes estrategias para asistir a los deseos y necesidades de los clientes. En comparación con las tiendas físicas tradicionales, el comercio electrónico ofrece un acceso más fácil y un proceso de búsqueda para el comprador, que les permite encontrar la oferta más adecuada, en relación con las marcas, precio, entrega y transporte de mercancías. Este panorama aumenta el desafío para los vendedores para desarrollar un marketing de calidad de la relación con sus clientes en lugar de un enfoque de marketing transaccional, que a veces significa una sola compra. Este artigo informa la construcción de un modelo para medir la calidad de la relación entre los consumidores y vendedores de comercio electrónico, la exploración de las variables demográficas, actitud, de comportamiento y de lealtad hacia la compra electrónica, valor percibido, de compromiso, satisfacción y confianza. Una encuesta con una muestra no probabilística de una base de datos de una empresa de comercio electrónico brasileña en un periodo de 2009 a 2013. Los resultados iniciales han llevado a ampliar la investigación para incluir el valor percibido, el compromiso, la satisfacción y la confianza utilizando modelos de ecuaciones estructurales.A inovação tecnológica permite diferentes estratégias no atendimento de desejos e necessidades dos clientes. Em comparação com as lojas físicas tradicionais, o comércio electrônico oferece acesso e processo de pesquisa mais fácil para o comprador, permitindo-lhe encontrar a oferta mais adequada em relação à marca, preço, entrega e frete. Este cenário aumenta o desafio das empresas para desenvolver uma abordagem de marketing baseada em um relacionamento de qualidade com seus clientes, ao invés de uma perspectiva transacional, o que às vezes pode significar uma única compra. Este artigo relata a construção de um modelo para medir a qualidade do relacionamento entre consumidores e empresas de comércio eletrônico, explorando variáveis demográficas, atitude, comportamento e lealdade em relação a compras eletrônicas, valor percebido, comprometimento, satisfação e confiança. Realizou-se uma survey com clientes de uma empresa brasileira de comércio eletrônico que realizaram compras no período de 2009 a 2013, utilizando-se uma amostra não probabilística extraída de seu banco de dados. Os resultados iniciais levaram à ampliação da pesquisa com a inclusão dos construtos valor percebido, comprometimento, satisfação e confiança utilizando Modelagem de Equações Estruturais. FEAAC/UFC2016-06-23info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPesquisa empírica de campoapplication/pdfapplication/ziphttp://periodicos.ufc.br/contextus/article/view/78810.19094/contextus.v14i1.788Contextus - Contemporary Journal of Economics and Management; Vol 14 No 1: jan/abr 2016; 83-106Contextus – Revista Contemporánea de Economía y Gestión; Vol. 14 Núm. 1: jan/abr 2016; 83-106Contextus – Revista Contemporânea de Economia e Gestão; v. 14 n. 1: jan/abr 2016; 83-1062178-92581678-2089reponame:Contextus (Fortaleza. Online)instname:Universidade Federal do Ceará (UFC)instacron:UFCengporhttp://periodicos.ufc.br/contextus/article/view/788/72545http://periodicos.ufc.br/contextus/article/view/788/165629http://periodicos.ufc.br/contextus/article/view/788/165630http://periodicos.ufc.br/contextus/article/view/788/165631http://periodicos.ufc.br/contextus/article/view/788/165720Copyright (c) 2016 Revista: apenas para a 1a. publicaçãohttps://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessMoriguchi, Stella NaomiBarbon Jr., SylvioAndrade, Darly FernandoMurakami, Luiz Carlos2021-11-22T12:09:48Zoai:periodicos.ufc:article/32258Revistahttp://periodicos.ufc.br/contextusPUBhttp://periodicos.ufc.br/contextus/oairevistacontextus@ufc.br2178-92581678-2089opendoar:2021-11-22T12:09:48Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)false |
dc.title.none.fl_str_mv |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE (LA CALIDAD DE LA RELACIÓN DEL COMERCIO ELECTRÓNICO) RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE (RELACIONAMENTO DE QUALIDADE NO COMÉRCIO ELETRÔNICO) |
title |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
spellingShingle |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE Moriguchi, Stella Naomi E-commerce. Relationship quality. Perceived value. Commitment. Trust. Comercio electrónico. Valor percibido. Calidad de la relación. Compromiso. Confianza. E-commerce. Relacionamento de qualidade. Valor percebido. Comprometimento. Confiança. |
title_short |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
title_full |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
title_fullStr |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
title_full_unstemmed |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
title_sort |
RELATIONSHIP QUALITY IN ELECTRONIC COMMERCE |
author |
Moriguchi, Stella Naomi |
author_facet |
Moriguchi, Stella Naomi Barbon Jr., Sylvio Andrade, Darly Fernando Murakami, Luiz Carlos |
author_role |
author |
author2 |
Barbon Jr., Sylvio Andrade, Darly Fernando Murakami, Luiz Carlos |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Moriguchi, Stella Naomi Barbon Jr., Sylvio Andrade, Darly Fernando Murakami, Luiz Carlos |
dc.subject.por.fl_str_mv |
E-commerce. Relationship quality. Perceived value. Commitment. Trust. Comercio electrónico. Valor percibido. Calidad de la relación. Compromiso. Confianza. E-commerce. Relacionamento de qualidade. Valor percebido. Comprometimento. Confiança. |
topic |
E-commerce. Relationship quality. Perceived value. Commitment. Trust. Comercio electrónico. Valor percibido. Calidad de la relación. Compromiso. Confianza. E-commerce. Relacionamento de qualidade. Valor percebido. Comprometimento. Confiança. |
description |
Technological innovation allows different strategies to attend wants and needs of customers. Compared to traditional physical stores, electronic commerce offers an easier access and search process to the buyer, allowing them to find the most suitable offer, concerning brands, price, delivery and freight. This landscape heightens the challenge for sellers to develop a relationship quality marketing with their clients instead of a transactional marketing approach, which sometimes means one sole purchase. This paper reports the construction of a model to measure the relationship quality between consumers and e-commerce sellers, exploring demographic variables, attitude, behavior and loyalty toward electronic purchase, perceived value, commitment, satisfaction and trust. A survey with a non-probabilistic sample from a Brazilian nationwide electronic commerce vendor database covered 2009-2013 period. The initial findings have led to expand the research to include perceived value, commitment, satisfaction and trust using Structural Equation Modeling. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016-06-23 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Pesquisa empírica de campo |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://periodicos.ufc.br/contextus/article/view/788 10.19094/contextus.v14i1.788 |
url |
http://periodicos.ufc.br/contextus/article/view/788 |
identifier_str_mv |
10.19094/contextus.v14i1.788 |
dc.language.iso.fl_str_mv |
eng por |
language |
eng por |
dc.relation.none.fl_str_mv |
http://periodicos.ufc.br/contextus/article/view/788/72545 http://periodicos.ufc.br/contextus/article/view/788/165629 http://periodicos.ufc.br/contextus/article/view/788/165630 http://periodicos.ufc.br/contextus/article/view/788/165631 http://periodicos.ufc.br/contextus/article/view/788/165720 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2016 Revista: apenas para a 1a. publicação https://creativecommons.org/licenses/by-nc/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2016 Revista: apenas para a 1a. publicação https://creativecommons.org/licenses/by-nc/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/zip |
dc.publisher.none.fl_str_mv |
FEAAC/UFC |
publisher.none.fl_str_mv |
FEAAC/UFC |
dc.source.none.fl_str_mv |
Contextus - Contemporary Journal of Economics and Management; Vol 14 No 1: jan/abr 2016; 83-106 Contextus – Revista Contemporánea de Economía y Gestión; Vol. 14 Núm. 1: jan/abr 2016; 83-106 Contextus – Revista Contemporânea de Economia e Gestão; v. 14 n. 1: jan/abr 2016; 83-106 2178-9258 1678-2089 reponame:Contextus (Fortaleza. Online) instname:Universidade Federal do Ceará (UFC) instacron:UFC |
instname_str |
Universidade Federal do Ceará (UFC) |
instacron_str |
UFC |
institution |
UFC |
reponame_str |
Contextus (Fortaleza. Online) |
collection |
Contextus (Fortaleza. Online) |
repository.name.fl_str_mv |
Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC) |
repository.mail.fl_str_mv |
revistacontextus@ufc.br |
_version_ |
1798045752479449088 |