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Built environment dimensions in the context of a gas station in Brazil

Marcelo Benetti Corrêa da Silva (Graduate Program in Business Administration, Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Suélen Bebber (Graduate Program in Business Administration, Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Gabriel Sperandio Milan (Graduate Program in Business Management, Universidade do Vale do Rio dos Sinos, Porto Alegre, Brazil)
Angélica Ravizzoni Veronese (Graduated in Architecture and Urbanism, Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Jéssica Testolin (Graduated in Architecture and Urbanism, Universidade de Caxias do Sul, Caxias do Sul, Brazil)
Maria Emília Camargo (Graduate Program in Business Administration, Universidade de Caxias do Sul, Caxias do Sul, Brazil)

Facilities

ISSN: 0263-2772

Article publication date: 5 August 2020

Issue publication date: 5 August 2020

416

Abstract

Purpose

This paper aims to identify the built environment attributes and dimensions to assess customers’ satisfaction concerning the built environment in a gas station located in southern Brazil. Besides, this study aims to verify the dimensions that most impact customers’ satisfaction and the attributes that are most relevant to customers.

Design/methodology/approach

The research was operationalized through a survey and data were analyzed with confirmatory factor analysis. Multiple regression analysis was used to assess the impact of the dimensions on perceived customer satisfaction, while stepwise linear multiple regression was used to identify the most significant attributes.

Findings

The factor analysis result indicates that 66.77% of the variance explained concerns to six built environment dimensions (or factors). The regression analysis shows that overall satisfaction with the gas station is predicted by the dimensions appearance, functionality and location, and positively related to seven attributes. In relation to the built environment satisfaction, the location and functionality of the dimension are its predictors and positively related to five attributes.

Research limitations/implications

Further studies in different contexts are required to test the reliability of the built environment dimensions – comfort, functionality, configuration, location and appearance. Also, the study calls for further debate about the built environment related to the occupant or user satisfaction and other factors that can impact it.

Originality/value

This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user’s judgment.

Keywords

Acknowledgements

This study was financed with the support of PROSUC/CAPES.

Citation

Benetti Corrêa da Silva, M., Bebber, S., Sperandio Milan, G., Ravizzoni Veronese, A., Testolin, J. and Camargo, M.E. (2020), "Built environment dimensions in the context of a gas station in Brazil", Facilities, Vol. 39 No. 5/6, pp. 236-255. https://doi.org/10.1108/F-04-2019-0049

Publisher

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Emerald Publishing Limited

Copyright © 2020, Emerald Publishing Limited

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