Modelagem de equações estruturais e satisfação do consumidor: uma investigação teórica e prática

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DOI: https://doi.org/10.1590/S1415-65552000000300007
Keywords:
customer satisfaction, structural equation modeling, elderly segment

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Salomão Alencar de Farias
Universidade de São Paulo
Rubens da Costa Santos
University of Texas

Abstract

This paper is the result of a quantitative research project that discusses the application of the multivariate technique structural equation modeling or path analysis, to the assessment of a theoretical customer satisfaction framework, using a sample of elderly consumers in Brazil. The authors discuss customer satisfaction and structural equation modeling, and present a literature review of both topics. The customer satisfaction model that was used in the modeling process is then shown. The main objective was to investigate what leads to customer satisfaction among the elderly, trying to identify which factors are the most relevant to the post-purchase response in this specific market segment. It was found that of the antecedents proposed by customer satisfaction theory, the ones that most contributed to the satisfaction response in this segment were: performance, disconfirmation, justice and emotions.

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How to Cite
Farias, S. A. de, & Santos, R. da C. (1). Modelagem de equações estruturais e satisfação do consumidor: uma investigação teórica e prática. Journal of Contemporary Administration, 4(3), 107-132. https://doi.org/10.1590/S1415-65552000000300007
Issue
Vol. 4 No. 3 (2000): Sep/Dec - 2000
Section
Articles

Since mid-February of 2023, the authors retain the copyright relating to their article and grant the journal RAC, from ANPAD, the right of first publication, with the work simultaneously licensed under the Creative Commons Attribution 4.0 International license (CC BY 4.0), as stated in the article’s PDF document. This license provides that the article published can be shared (allows you to copy and redistribute the material in any medium or format) and adapted (allows you to remix, transform, and create from the material for any purpose, even commercial) by anyone.

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Author Biographies

Salomão Alencar de Farias, Universidade de São Paulo

Doutor em Administração pela Universidade de São Paulo. Professor Adjunto do Departamento de Ciências Administrativas e do Programa de Pós-Graduação em Administração da Universidade Federal de Pernambuco, além de membro da Association for Consumer Research. Suas áreas de interesse em pesquisa são comportamento do consumidor, marketing de serviços, comércio eletrônico.

Rubens da Costa Santos, University of Texas

Ph.D. em Marketing pela University of Texas at Austin, USA. Professor Adjunto, Coordenador dos Programas de Pós-Graduação e Vice-Coordenador do Mestrado Profissional em Administração de Empresas da Escola de Administração de Empresas de São Paulo da Fundação Vargas, além de membro da Association for Consumer Research e da American Marketing Association. Suas áreas de interesse em pesquisa são comportamento do consumidor, marketing de relacionamento, questões sociais e ambientais do marketing.