Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas
Ano de defesa: | 2014 |
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Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | , |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Universidade Nove de Julho
|
Programa de Pós-Graduação: |
Programa de P??s-Gradua????o em Administra????o
|
Departamento: |
Administra????o
|
País: |
BR
|
Palavras-chave em Português: | |
Palavras-chave em Inglês: | |
Área do conhecimento CNPq: | |
Link de acesso: | http://bibliotecatede.uninove.br/tede/handle/tede/744 |
Resumo: | In 2008 a phenomenon in online retailing that attracted the attention of many people emerged, creating a new model of virtual trade. This phenomenon has been called Collective Buying or Group Buying and arrived in Brazil in 2010. In just over two years in Brazil, this segment had accumulated a gross revenue of more than R$3.3 billion and dealt over 45 million requests for discounts. This study attempts to identify factors which affect the Satisfaction and Loyalty to the websites of Collective Buying. Referring to the General Consumer Satisfaction, Declared Loyalty, Repurchase Intent and Positive Word of Mouth. By using a Structural Equation Modeling it had been realized the connections between Discount Rate, Service Quality, Popularity, Online Brand Image, Prior Word of Mouth, Creativity and Confidence. Based on this, 727 valid questionnaires for the formation of a database of sufficient data for the use of the SmartPLS software were collected in order to test the hypotheses proposed in study 19. On the whole, the main contribution of the research was the identification of strong influence of Service Quality, Popularity and Online Brand Image in the consumer s Overall Satisfaction; Service Quality, Trust and General Satisfaction on Repurchase Intent; Confidence, Creativity, and Overall Satisfaction on Declared Loyalty and finally, Confidence and Satisfaction in General Positive Word of Mouth. All considering, this study also contributed to the creation of a new scale called Discount Rate Scale. |
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Freire, Ot??vio Bandeira de Lam??nicahttp://lattes.cnpq.br/1745770940204631Cappellozza, Alexandrehttp://lattes.cnpq.br/8358857348226421Lopes, Evandro LuizCPF:10294482806http://lattes.cnpq.br/0631574435962669CPF:31349223808http://lattes.cnpq.br/3726476555860727Garcia, Jorge Mazza2015-04-08T15:35:19Z2014-10-022014-08-28GARCIA, Jorge Mazza. Factors which affect the satisfaction and loyalty to the websites of collective buying. 2014. 212 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2014.http://bibliotecatede.uninove.br/tede/handle/tede/744In 2008 a phenomenon in online retailing that attracted the attention of many people emerged, creating a new model of virtual trade. This phenomenon has been called Collective Buying or Group Buying and arrived in Brazil in 2010. In just over two years in Brazil, this segment had accumulated a gross revenue of more than R$3.3 billion and dealt over 45 million requests for discounts. This study attempts to identify factors which affect the Satisfaction and Loyalty to the websites of Collective Buying. Referring to the General Consumer Satisfaction, Declared Loyalty, Repurchase Intent and Positive Word of Mouth. By using a Structural Equation Modeling it had been realized the connections between Discount Rate, Service Quality, Popularity, Online Brand Image, Prior Word of Mouth, Creativity and Confidence. Based on this, 727 valid questionnaires for the formation of a database of sufficient data for the use of the SmartPLS software were collected in order to test the hypotheses proposed in study 19. On the whole, the main contribution of the research was the identification of strong influence of Service Quality, Popularity and Online Brand Image in the consumer s Overall Satisfaction; Service Quality, Trust and General Satisfaction on Repurchase Intent; Confidence, Creativity, and Overall Satisfaction on Declared Loyalty and finally, Confidence and Satisfaction in General Positive Word of Mouth. All considering, this study also contributed to the creation of a new scale called Discount Rate Scale.Em 2008 surgiu um fen??meno no varejo online que despertou a aten????o de muitas pessoas criando um novo modelo de com??rcio virtual. Esse fen??meno foi denominado Compras Coletivas e chegou ao Brasil em 2010. Em pouco mais de 2 anos no Brasil, esse segmento j?? havia acumulado um faturamento de mais de R$ 3,3 bilh??es e fechado mais de 45 milh??es de pedidos de descontos. Este estudo se prop??s a identificar os fatores que afetam a Satisfa????o e a Lealdade aos sites de Compras Coletivas. Por meio de um modelo de equa????es estruturais, foram observadas as rela????es entre a Atratividade da Taxa de Desconto, Qualidade de Servi??o, Popularidade, Imagem de Marca Online, Boca a Boca Antecedente, Criatividade e Confian??a em rela????o ?? Satisfa????o Geral do consumidor, Lealdade Declarada, Inten????o de Recompra e Boca a Boca Positivo. Foram coletados 727 question??rios v??lidos para a forma????o de um banco de dados suficiente para a utiliza????o do software SmartPLS, afim de testar as 19 hip??teses propostas no estudo. A principal contribui????o da pesquisa foi a identifica????o de forte influ??ncia da Qualidade de Servi??os, Popularidade e Imagem de Marca Online na Satisfa????o Geral do consumidor; da Qualidade de Servi??o, Confian??a e Satisfa????o Geral na Inten????o de Recompra; da Confian??a, Criatividade e Satisfa????o Geral na Lealdade Declarada e, por fim, da Confian??a e Satisfa????o Geral no Boca a Boca Positivo. Outra contribui????o do estudo foi a cria????o de uma nova escala, n??o identificada na literatura da ??rea, denominada Escala de Atratividade da Taxa de Desconto.Made available in DSpace on 2015-04-08T15:35:19Z (GMT). No. of bitstreams: 1 Jorge Mazza Garcia.pdf: 3442455 bytes, checksum: 5390014ca1006bf068c64e9466debf03 (MD5) Previous issue date: 2014-08-28application/pdfporUniversidade Nove de JulhoPrograma de P??s-Gradua????o em Administra????oUninoveBRAdministra????ocompras coletivassatisfa????olealdadecomportamento do consumidormodelagem de equa????o estrutural.collective buyingsatisfactionloyaltyconsumer behaviorstructural equation modelingCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOFatores que afetam a satisfa????o e a lealdade aos sites de compras coletivasFactors which affect the satisfaction and loyalty to the websites of collective buyinginfo: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:UNINOVEORIGINALJorge Mazza Garcia.pdfapplication/pdf3442455http://localhost:8080/tede/bitstream/tede/744/1/Jorge+Mazza+Garcia.pdf5390014ca1006bf068c64e9466debf03MD51tede/7442015-07-08 09:59:59.803oai:localhost:tede/744Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2015-07-08T12:59:59Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
dc.title.alternative.eng.fl_str_mv |
Factors which affect the satisfaction and loyalty to the websites of collective buying |
title |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
spellingShingle |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas Garcia, Jorge Mazza compras coletivas satisfa????o lealdade comportamento do consumidor modelagem de equa????o estrutural. collective buying satisfaction loyalty consumer behavior structural equation modeling CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
title_short |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
title_full |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
title_fullStr |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
title_full_unstemmed |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
title_sort |
Fatores que afetam a satisfa????o e a lealdade aos sites de compras coletivas |
author |
Garcia, Jorge Mazza |
author_facet |
Garcia, Jorge Mazza |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Freire, Ot??vio Bandeira de Lam??nica |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/1745770940204631 |
dc.contributor.referee1.fl_str_mv |
Cappellozza, Alexandre |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/8358857348226421 |
dc.contributor.referee2.fl_str_mv |
Lopes, Evandro Luiz |
dc.contributor.referee2ID.fl_str_mv |
CPF:10294482806 |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/0631574435962669 |
dc.contributor.authorID.fl_str_mv |
CPF:31349223808 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/3726476555860727 |
dc.contributor.author.fl_str_mv |
Garcia, Jorge Mazza |
contributor_str_mv |
Freire, Ot??vio Bandeira de Lam??nica Cappellozza, Alexandre Lopes, Evandro Luiz |
dc.subject.por.fl_str_mv |
compras coletivas satisfa????o lealdade comportamento do consumidor modelagem de equa????o estrutural. |
topic |
compras coletivas satisfa????o lealdade comportamento do consumidor modelagem de equa????o estrutural. collective buying satisfaction loyalty consumer behavior structural equation modeling CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
dc.subject.eng.fl_str_mv |
collective buying satisfaction loyalty consumer behavior structural equation modeling |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
description |
In 2008 a phenomenon in online retailing that attracted the attention of many people emerged, creating a new model of virtual trade. This phenomenon has been called Collective Buying or Group Buying and arrived in Brazil in 2010. In just over two years in Brazil, this segment had accumulated a gross revenue of more than R$3.3 billion and dealt over 45 million requests for discounts. This study attempts to identify factors which affect the Satisfaction and Loyalty to the websites of Collective Buying. Referring to the General Consumer Satisfaction, Declared Loyalty, Repurchase Intent and Positive Word of Mouth. By using a Structural Equation Modeling it had been realized the connections between Discount Rate, Service Quality, Popularity, Online Brand Image, Prior Word of Mouth, Creativity and Confidence. Based on this, 727 valid questionnaires for the formation of a database of sufficient data for the use of the SmartPLS software were collected in order to test the hypotheses proposed in study 19. On the whole, the main contribution of the research was the identification of strong influence of Service Quality, Popularity and Online Brand Image in the consumer s Overall Satisfaction; Service Quality, Trust and General Satisfaction on Repurchase Intent; Confidence, Creativity, and Overall Satisfaction on Declared Loyalty and finally, Confidence and Satisfaction in General Positive Word of Mouth. All considering, this study also contributed to the creation of a new scale called Discount Rate Scale. |
publishDate |
2014 |
dc.date.available.fl_str_mv |
2014-10-02 |
dc.date.issued.fl_str_mv |
2014-08-28 |
dc.date.accessioned.fl_str_mv |
2015-04-08T15:35:19Z |
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.citation.fl_str_mv |
GARCIA, Jorge Mazza. Factors which affect the satisfaction and loyalty to the websites of collective buying. 2014. 212 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2014. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/tede/handle/tede/744 |
identifier_str_mv |
GARCIA, Jorge Mazza. Factors which affect the satisfaction and loyalty to the websites of collective buying. 2014. 212 f. Disserta????o (Mestrado em Administra????o) - Universidade Nove de Julho, S??o Paulo, 2014. |
url |
http://bibliotecatede.uninove.br/tede/handle/tede/744 |
dc.language.iso.fl_str_mv |
por |
language |
por |
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8024035432632778221 |
dc.relation.confidence.fl_str_mv |
600 |
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info:eu-repo/semantics/openAccess |
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openAccess |
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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 |
BR |
dc.publisher.department.fl_str_mv |
Administra????o |
publisher.none.fl_str_mv |
Universidade Nove de Julho |
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Biblioteca Digital de Teses e Dissertações da Uninove |
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