Confiança, valor percebido e lealdade em trocas relacionais de serviço: um estudo com usuários de Internet Banking no Brasil

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DOI: https://doi.org/10.1590/S1415-65552005000200008
Keywords:
consumer behavior, trust, value, loyalty, services

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Vinícius Andrade Brei
Universidade Federal do Rio Grande do Sul
Carlos Alberto Vargas Rossi
Universidade de São Paulo

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
Issue
Vol. 9 No. 2 (2005): Apr/Jun - 2005
Section
Articles

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Author Biographies

Vinícius Andrade Brei, Universidade Federal do Rio Grande do Sul

Doutorando e Mestre em Administração, com ênfase em marketing, pela Universidade Federal do Rio Grande do Sul (PPGA/UFRGS) e Bacharel em Administração de Empresas pela UnB. Consultor de empresas. Suas áreas de interesse em pesquisa são comportamento do consumidor e suas inter-relações com a antropologia, psicologia e sociologia.

Carlos Alberto Vargas Rossi, Universidade de São Paulo

Doutor em Administração pela USP, Mestre em Administração pela UFRGS e Bacharel em Administração de Empresas e Administração Pública pela UFRGS. Professor da Escola de Administração da UFRGS. Sua área de interesse em pesquisa é comportamento do consumidor.