Fluxo Online e e-Satisfação em Processos de Compra de Alto Envolvimento Outros Idiomas

ID:
45181
Resumo:
Esta pesquisa teve como objetivo verificar a relação entre os atributos das experiências de compra online, o estado de fluxo online e a e-satisfação em compras de alto envolvimento. Para atingir esse objetivo, conduziu-se um levantamento de campo com 720 e-consumidores. Adotou-se a amostragem por cotas, usando como critério a distribuição etária. Para analisar os dados, utilizou-se a Modelagem de Equações Estruturais. A partir da análise estatística dos dados, foi possível identificar alguns atributos das experiências de compra online que influenciam diretamente a e-satisfação (conveniência associada ao website, políticas de trocas e devoluções e qualidade do serviço de entrega), e alguns que influenciam o estado de fluxo online (inovação percebida no website, preços e estética do website), o qual, por sua vez, influencia a e-satisfação. Adicionalmente, foi possível identificar dois atributos que influenciam tanto o fluxo online quanto a e-satisfação: a confiabilidade atribuída ao website e a variedade de produtos disponíveis para venda no website.
Citação ABNT:
CERIBELI, H. B.; TAMASHIRO, H. R. S.; MERLO, E. M. Online Flow and e-Satisfaction in High Involvement Purchasing Processes. BASE - Revista de Administração e Contabilidade da UNISINOS, v. 14, n. 1, p. 16-29, 2017.
Citação APA:
Ceribeli, H. B., Tamashiro, H. R. S., & Merlo, E. M. (2017). Online Flow and e-Satisfaction in High Involvement Purchasing Processes. BASE - Revista de Administração e Contabilidade da UNISINOS, 14(1), 16-29.
DOI:
10.4013/base.2017.141.02
Link Permanente:
http://www.spell.org.br/documentos/ver/45181/fluxo-online-e-e-satisfacao-em-processos-de-compra-de-alto-envolvimento/i/pt-br
Tipo de documento:
Artigo
Idioma:
Inglês
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