Browsing by Author "Alves, Sandra Raquel"
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- A shift share approach for evaluating the trade links between Panama and the European UnionPublication . Morales Mejia, Marian; Veloso, Cláudia M.; Duarte, António; Ribeiro, Humberto; Alves, Sandra RaquelThis research aims to characterize the evolution of the trade relations between Panama and the European Union, specifically analysing Panama exports to the European Union market. To achieve this objective, the Shift-Share analysis methodology was applied to the most recent data on Panama-European Union trade available in the Statistical Office of the European Communities (Eurostat), comprehending the period between 2011 and 2016. Based on the analysis conducted, it was possible to observe that exports from Panama to the European Union experienced a slight average annual growth of 9.23%; and also that the main destination countries, which represent 96.48% of exports, were: Germany, Belgium, Cyprus, Denmark, Spain, France, Grace, Holland, Italy, Poland, United Kingdom and Sweden. Furthermore, the products which represent 95.19% of Panama exports were: other vegetables, fresh or frozen, fresh fruit; beverages; stimulants and spices; perishable foodstuffs; animal feeding stuffs and foodstuff waste; oil seeds and oleaginous fruit and fats; other machinery apparatus and appliances; leather, textiles and clothing; other manufactured articles and miscellaneous articles. A decrease in the exports of the following products was captured: oilseeds and oil fats, transport equipment, miscellaneous items and other products. According to the static Shift-Share analysis made, exports from Panama to the European Union were mostly affected by decreases in exports to countries such as Belgium, Spain, Greece, Italy, Poland, and Sweden, due to regional effects. Other decreased have been found in other EU countries as well. Conversely, Panama’s exports to Cyprus, Denmark and the Netherlands registered growth mainly due to the regional component (growth of exports from Panama to that country); France recorded growth due to the effects of the structural component (growth in products exported by Panama); Germany and the United Kingdom recorded growth due to the effects of the national component (growth of exports to the EU). Besides the evidence shown and discusse, this research can be regarded as a significant contribution to the existing statistics on exports from Panama to the European Union and can be more broadly used as a tool to delineate corporate or national strategies to boost trade between two regions.
- The loyalty and satisfaction determinants: a factor analysis applied to the south and insular Portuguese traditional retailPublication . Veloso, Cláudia M.; Ribeiro, Humberto; Monte, Ana Paula; Alves, Sandra RaquelThe main purpose of this paper is to examine the determinants of customer satisfaction and loyalty and to analyse the links between customer satisfaction, image and customer loyalty, and service quality, in the South and Insular regions of Portugal, regarding traditional trade. A multi-level and hierarchical model is used as a framework to synthesize the impacts of customer satisfaction, service quality and corporate image on loyalty of customers in the traditional trade. Presently one of the vital challenges for managers in the retail industry is to provide and maintain customer satisfaction. Therefore, the ability to create a satisfactory experience for the consumer remains, to a considerable degree, a priority that is hold on the hands of both the management and the retail staff. It is essential for managers of traditional retail stores to have a good and clear understanding of exactly what the customers want and wish. The research results suggest that service quality is the main determinant of customer satisfaction and corporate image. Additionally, corporate image significantly influences customer satisfaction. Furthermore, customer satisfaction, corporate image and service quality significantly affect customer loyalty. This research contributes to the development of literature concerning retail management and provides some relevant insights for practitioners and retail managers in their quest for customer satisfaction and loyalty, therefore allowing to improve the sustainability and profitability of traditional trade, which has been increasingly under pressure from more modern retail models.
- The mediating role in the customer satisfaction-loyalty relationship on the retail industryPublication . Ribeiro, Humberto; Veloso, Cláudia M.; Alves, Sandra Raquel; Monte, Ana PaulaThe relationship between customer satisfaction and loyalty has been subject to several studies in recent years. Using both theoretical and, mostly, empirical methodologies, the literature has captured a direct bond linking satisfaction to customers’ loyalty, whose mediating role presents enough merits to be examined as well. Accordingly, this paper has the purpose to assess the mediating factors of the satisfaction and customer’s loyalty in the retail traditional industry, with a particular emphasis on the following mediating relationships: quality service, brand image and perceived value. This paper adds to the growing literature focused on the retail industry, being aware that such condition is uttermost important for the traditional retail in Portugal, as research and literature is still lacking, particularly focusing on studies at the regional level. This paper therefore contributes to mitigate such gap, by gathering evidence from traditional retail stores of the Centre of the Portugal, offering a discussion that makes major contributions that are supportive of practitioners and retail management in their quest for customer satisfaction and loyalty, and subsequent reward in terms of the sustainability and profitability of traditional retail businesses. As main findings of this paper, one can highlight the suggestion that service quality directly influences the corporate image, perceived value and customer satisfaction and, concurrently, those influence back the behavioural purchase intentions. The positive relationship between quality of service and corporate image suggests that customers who received a high quality of service while consuming services would create a favourable image of the traditional retail store; similarly as the positive relationship between the service quality and the perceived value, which demonstrates that the high quality of service received by customers contributes to increase their perception about the value received by their purchases.