Perceived quality and it’s impacts on satifaction, trust and loyalty: a study in eletronic retailers of free download services

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2011
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Abstract
This work aims at evaluating the opinion of the consumers about the quality of the services offered by toll-free download websites and at assessing the corresponding influence in terms of loyalty, satisfaction and trust toward the sites. The final sample collected consists of 5.793 users who use download websites. To analyze the data, conventional techniques of univariated statistics and the technique of modeling of structural equations were used. The results thus obtained have confirmed three of the six hypotheses that had been defined a priori, demonstrating that satisfaction has direct and positive effects on loyalty and trust and that perceived quality has direct effects on satisfaction. Three other hypotheses have been rejected, indicating that neither quality nor trust have direct effects on loyalty and that quality also does not directly influence trust.
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baptista2011perceivedrevista Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors Baptista, Paulo de Paula;Silva, Wesley Vieira da;Goss, Lirian Patty;
Journal revista de ciências da administração : rca
Year 2011
DOI
DOI not found
URL
https://periodicos.ufsc.br/index.php/adm/article/view/20275
Keywords
Medicine Science public aspects of medicine law political science law in general. comparative and uniform law. jurisprudence political institutions and public administration (general)

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