Percorrer por autor "Magueta, Daniel"
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- Evaluation of customer satisfaction in hypermarkets: the impact of national culture and SERVQUAL dimensionsPublication . Veloso, Cláudia M.; Fernandes, Paula Odete; Magueta, DanielThe importance of the retail industry for the Portuguese economy coupled with the criticality of the retailing market for its growth and the relationship between service quality and effectiveness of business deliver the motivation for this study. The aims of this research focus on the intend to develop a methodology for assessing the impact of service quality in hypermarkets of Bragança city on customer satisfaction and behavioural intentions and to specifically comprehend a conceptual model to analyse if (1) the national culture directly influences the perceived service quality (in the five dimensions of SERVQUAL) and indirectly contributes to customer satisfaction and (2) this impacts directly on the intent to return and recommend services and if the intention to return directly influences the recommendation of services. This research is of particular importance to the literature retailing and practitioners, once there are a few studies in this field applied to the Portuguese hypermarkets retailing.
- Evaluation of customer satisfaction in hypermarkets: the impact of national culture and SERVQUAL dimensionsPublication . Veloso, Cláudia M.; Fernandes, Paula Odete; Magueta, DanielThe importance of the retail industry for the Portuguese economy coupled with the criticality of the retailing market for its growth and the relationship between service quality and effectiveness of business deliver the motivation for this study. The aims of this research focus on the intend to develop a methodology for assessing the impact of service quality in hypermarkets of Bragança city on customer satisfaction and behavioural intentions and to specifically comprehend a conceptual model to analyse if (1) the national culture directly influences the perceived service quality (in the five dimensions of SERVQUAL) and indirectly contributes to customer satisfaction and (2) this impacts directly on the intent to return and recommend services and if the intention to return directly influences the recommendation of services. This research is of particular importance to the literature retailing and practitioners, once there are few studies in this field applied to the Portuguese hypermarkets retailing.
- Impact of service quality, brand image, perceived value, customers’ satisfaction and behavioural intentions in the traditional retailing in the North of PortugalPublication . Veloso, Cláudia M.; Fernandes, Paula Odete; Magueta, DanielIn the service sector mainly in the traditional retailing, customers and the employees are key actors in service interplay. The quality and performance of any service are dependent on customer expectations and the efficiency the company is able to serve its customers. The crucial point of customer satisfaction is to identify the important attributes, considered by customers as their needs and expectations. The purpose of this study is to suggest the adaptation of SERVQUAL in evaluating the perceived quality of service offered by traditional retailing, namely in traditional retail stores in the North Region of Portugal. The proposed conceptual model aims to analyse if: (1) perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and brand image; (2) brand image and customer-perceived value directly contribute to customer satisfaction; (3) brand image directly contribute to customer-perceived value; (4) customer satisfaction directly influences the intention to return and WOM recommendation (Word-of-Mouth communication intention); and (5) the intention to return has a direct impact on WOM recommendation. This research is of particular interest to the literature on the retailing and to the practitioners, since there are few studies in this field which apply to the Portuguese traditional retailing.
- Impact of service quality, brand image, perceived value, customers’ satisfaction and behavioural intentions in the traditional retailing in the North of PortugalPublication . Veloso, Cláudia M.; Fernandes, Paula Odete; Magueta, DanielIn the service sector mainly in the traditional retailing, customers and the employees are key actors in service interplay. The quality and performance of any service are dependent on customer expectations and the efficiency the company is able to serve its customers. The crucial point of customer satisfaction is to identify the important attributes, considered by customers as their needs and expectations. The purpose of this study is to suggest the adaptation of SERVQUAL in evaluating the perceived quality of service offered by traditional retailing, namely in traditional retail stores in the North Region of Portugal. The proposed conceptual model aims to analyse if: (1) perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and brand image; (2) brand image and customer-perceived value directly contribute to customer satisfaction; (3) brand image directly contribute to customer-perceived value; (4) customer satisfaction directly influences the intention to return and WOM recommendation (Word-of-Mouth communication intention); and (5) the intention to return has a direct impact on WOM recommendation. This research is of particular interest to the literature on the retailing and to the practitioners, since there are few studies in this field which apply to the Portuguese traditional retailing.
- Service quality, customer satisfaction and corporate image as a key activator of store loyalty in traditional tradePublication . Veloso, Cláudia M.; Magueta, Daniel; Fernandes, Paula Odete; Ribeiro, HumbertoCurrently one of the main challenges for managers in the retail industry is to provide and maintain customer satisfaction. While the reasons for an initial purchase in a retail store may be due to factors partially outside the control of retail managers, the ability to create a satisfactory experience for the consumer remains, to a considerable degree, in the hands of both the management and the retail staff. It is crucial for managers of traditional retail stores to have a good and clear understanding of exactly what customers are wishing to obtain. The main purpose of this research is to identify the dimensions of service quality and examining the interrelationships among customer satisfaction, image and customer loyalty and service quality in the traditional retail. 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 retail. The results revealed that service quality is the main determinant of customer satisfaction and corporate image. Also corporate image significantly influences customer satisfaction. Furthermore, customer satisfaction, corporate image and service quality significantly affect customer loyalty. This research is of particular significance to the literature in retail and to practitioners as well, since there are few studies in this field applied to the Portuguese traditional retail market.
- The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industryPublication . Veloso, Cláudia M.; Magueta, Daniel; Fernandes, Paula Odete; Ribeiro, HumbertoThe retail industry has in the last decades assumed a preponderant role in the Portuguese economy, similar to that of other European countries, and is definitely one of the biggest and more vibrant industries nowadays. The significance of the retail industry for the Portuguese economy, a central sector for its growth and dynamic, and the relationship between service quality and efficiency of business are the motivations for this study. In a highly competitive industry, as is the retailing sector, it is crucial that organizations have a good knowledge of the business aspects that are important to their customers. The purpose of this study is to identify the dimensions of service quality and to evaluate the interrelationships among customer satisfaction, perceived value and behavioural intentions and service quality in the modern retail industry. A multi-level and hierarchical model is used as an instrument to synthesize the effects of customer satisfaction, service quality and perceived value on behavioural intentions of customers at retail stores. The results shown that, service perceived quality significantly influences customer satisfaction. Also perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, retail service quality and perceived value significantly affect behavioural intentions towards the act of buying.
- The effects of costumer satisfaction, service quality and perceived value on behavioural intentions in retail industryPublication . Fernandes, Paula Odete; Veloso, Cláudia M.; Magueta, Daniel; Ribeiro, HumbertoThe retail industry has in the last decades assumed a preponderant role in the Portuguese economy, similar to that of other European countries, and is definitely one of the biggest and more vibrant industries nowadays. The significance of the retail industry for the Portuguese economy, a central sector for its growth and dynamic, and the relationship between service quality and efficiency of business are the motivations for this study. In a highly competitive industry, as is the retailing sector, it is crucial that organizations have a good knowledge of the business aspects that are important to their customers. The purpose of this study is to identify the dimensions of service quality and to evaluate the interrelationships among customer satisfaction, perceived value and behavioural intentions and service quality in the modern retail industry. A multi-level and hierarchical model is used as an instrument to synthesize the effects of customer satisfaction, service quality and perceived value on behavioural intentions of customers at retail stores. The results shown that, service perceived quality significantly influences customer satisfaction. Also perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, retail service quality and perceived value significantly affect behavioural intentions towards the act of buying.