Participação do cliente, valor econômico, conveniência e qualidade do serviço como antecedentes da satisfação do cliente em serviços financeiros

• Ano de defesa: 2014
• Autor(a) principal: Souza, Alan Andrew de
• Orientador(a): Damacena, Cláudio
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Pontifícia Universidade Católica do Rio Grande do Sul; Porto Alegre
• Palavras-chave em Português: ADMINISTRAÇÃO DE EMPRESAS; VALOR (ECONOMIA); CONSUMIDORES - SATISFAÇÃO
• Link de acesso: http://hdl.handle.net/10923/6680

Reaching customer satisfaction through service delivery is considered a critical way source for companies to achieve competitive advantage. Thus, the sources of customer satisfaction has been widely discussed in the marketing field. Based on assumptions of the Service Dominant Logic (SDL), researchers have emphasized the co-creation of value by both customers and suppliers throughout the process of providing services. However, several aspects related to this matter suggest important inconsistencies, perceived by academics and managers. Seeking to clarify these ambiguities, researchers emphasize the need to understand the effects of co-creation of value by consumers and organizations on customer satisfaction. For this reason there have been continuous attempts to explain the effects of customer participation on his/her satisfaction and perceived value during the process of service delivery. Yet, since satisfaction is a complex and abstract factor, the description and understanding of its sources is an essential condition for the comprehensive understanding of how the variable is influenced.To this end, this study proposes a model that connects predictors of customer satisfaction considering SDL assumption and convenience and quality of service as sources that were identified as relevant aspects for customer satisfaction related to financial services. The proposed model tested by means of a study that resorted to multivariate analysis techniques focused on conducting structural equation modeling. A sample of six hundred and eight cases (n = 608) was obtained, which enabled the measurement of the researched variables using existing scales of satisfaction in financial services. The participants were undergraduate students from five different universities, who considered their main provider of banking services to answer the survey questions. The measures for assessing customer satisfaction, economic value, customer involvement, convenience and quality of service have proven reliable and valid. The predictive effects of convenience, economic value and quality of service have proved to be significant for customer satisfaction. Quality of service was identified as a mediator of the relationship between convenience and customer satisfaction. Results, however, have shown that customer participation has a negative impact on customer satisfaction, thus bringing relevant findings to the theme of value co-creation and presenting discussions for future studies.