E-Satisfação em Compras de Alto e Baixo Envolvimento Outros Idiomas

ID:
39372
Resumo:
Esta pesquisa teve como objetivo identificar e analisar os elementos associados às experiências de compra online que influenciam a e-satisfação em compras de alto e baixo envolvimento no comércio eletrônico. Foi realizado um levantamento de campo, cuja amostra foi composta por 720 e-consumidores. Para análise dos dados referentes a compras de alto envolvimento, utilizou-se a Modelagem de Equações Estruturais; para análise dos dados referentes a compras de baixo envolvimento, utilizaram-se a Análise Fatorial Exploratória e a Análise de Regressão Múltipla. Constatou-se que a conveniência, a política de trocas e devoluções da empresa e a qualidade da entrega influenciam a e-satisfação em compras de alto envolvimento, enquanto a inovação percebida no website, os preços e a estética do website influenciam o fluxo online, que, por sua vez, influencia a e-satisfação. Complementarmente, constatou-se que a qualidade da entrega, as informações disponíveis no website e a estrutura de atendimento influenciam a e-satisfação em compras de baixo envolvimento.
Citação ABNT:
CERIBELI, H. B.; MERLO, E. M. E-Satisfação em Compras de Alto e Baixo Envolvimento . Revista Pensamento Contemporâneo em Administração, v. 9, n. 4, p. 1-22, 2015.
Citação APA:
Ceribeli, H. B., & Merlo, E. M. (2015). E-Satisfação em Compras de Alto e Baixo Envolvimento . Revista Pensamento Contemporâneo em Administração, 9(4), 1-22.
DOI:
http://dx.doi.org/10.12712/rpca.v9i4.436
Link Permanente:
http://www.spell.org.br/documentos/ver/39372/e-satisfacao-em-compras-de-alto-e-baixo-envolvimento-/i/pt-br
Tipo de documento:
Artigo
Idioma:
Português
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