Confiança, valor percebido e lealdade em trocas relacionais de serviço: um estudo com usuários de Internet Banking no Brasil
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Abstract
This paper is aimed on the development and test of a theoretical model based on hypotheses that analyze end-customers' trust, perceived value and loyalty on Internet Banking services relational exchanges in Brazil. Tested model is validated using structural equation modeling based on survey results with 611 Internet Banking end-customers of a major brazilian retail bank. Tested hypotheses show that trust has a strong impact on customers' perceived value which also has a strong impact on customers' loyalty. Perceived value was identified as a partial mediator variable on the trust-loyalty relationship. Managerial and future research suggestions are also presented.
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How to Cite
Brei, V. A., & Rossi, C. A. V. (1). Confiança, valor percebido e lealdade em trocas relacionais de serviço: um estudo com usuários de Internet Banking no Brasil. Journal of Contemporary Administration, 9(2), 145-168. https://doi.org/10.1590/S1415-65552005000200008
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