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Article
Publication date: 29 November 2018

Gabriel Sperandio Milan, Luiz Antonio Slongo, Luciene Eberle, Deonir De Toni and Suélen Bebber

The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of…

Abstract

Purpose

The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking services private individual customers taking into account perceived value, service provider reputation, financial bonding tactics, structural bonding tactics, social bonding tactics and switching costs as customer loyalty determinants.

Design/methodology/approach

A multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil.

Findings

Results indicate that the proposed theoretical model confirming a satisfactory fit, presenting a good explanatory power (R2=0.738) and supporting that perceived value influences the service provider reputation; financial bonding tactics, structural bonding tactics and social bonding tactics influence perceived value; service provider reputation influences switching costs; switching costs influence customer loyalty and the social bonding tactics influence customer loyalty.

Practical implications

The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding about the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic–financial results for the institutions of this sector.

Originality/value

Finding out which constructs better explain customer loyalty, and its possible relations, is something relevant for the banking sector, once it can generate more effective managerial insights, positively making an impact in a customer portfolio performance, or the financial institution itself, from the construction, maintenance and strengthening of the relationships with customers.

Details

Benchmarking: An International Journal, vol. 25 no. 9
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 8 September 2021

Marcelo Benetti Corrêa Da Silva, Suélen Bebber, Juliana Matte, Mateus Panizzon, Rafael de Lucena Perini and Bianca Libardi

This study aims to analyze factors that may influence the value-in-use perceived by undergraduate students from the built environment, teaching care and hedonic value.

Abstract

Purpose

This study aims to analyze factors that may influence the value-in-use perceived by undergraduate students from the built environment, teaching care and hedonic value.

Design/methodology/approach

The authors conducted a survey with 900 students from a university in southern Brazil. The main results evidenced that the built environment positively and significantly influences teaching care, hedonic value and value-in-use.

Findings

The hedonic value, teaching care and built environment explain 67.8% of value-in-use; the built environment and teaching care explain 45.1% of hedonic value; and the built environment explains 45.1% of the teaching care. Based on the results, it was possible to identify the value that the built environment and the teaching care represent for university students. Therefore, universities should invest in these dimensions, considering the time and cost students spend on this service to increase their satisfaction and retention.

Originality/value

This study analyzes antecedents of value-in-use perceived by undergraduate students from the built environment, teaching care and hedonic value.

Details

Journal of Facilities Management , vol. 20 no. 5
Type: Research Article
ISSN: 1472-5967

Keywords

Article
Publication date: 30 May 2019

Suane A. Moschen, Janaina Macke, Suélen Bebber and Marcelo Benetti Correa da Silva

The aims of this study is to put on the agenda discussions concerning the approach of sustainable goals and indicators, in terms of how they relate to each other and how to list…

1366

Abstract

Purpose

The aims of this study is to put on the agenda discussions concerning the approach of sustainable goals and indicators, in terms of how they relate to each other and how to list their importance within a network of contemporary city management. From the millennium objectives experience, UN has launched the continuity of the development program, through the sustainable development goals (SDG), which have the purpose of giving support to local and regional governments for the 2030 agenda in local sphere. In the city context, sustainable development has also been approached in regulations, like ISO 37120: 2017 “Sustainable development of communities: Indicators for city services and quality of life”. These instruments have in common the concern of offering parameters of public services to citizens and promoting in a uniform manner both social and economic growth of the urban environment.

Design/methodology/approach

The present study aims to compare these two sustainable development tools by means of a documentary analysis and to analyze the feasibility of the proposed indicators and their qualitative evaluation goals to improve citizens’ quality of life.

Findings

The results suggest that the main urban challenges are related to unplanned urban growth and poor-quality public services, which generate a lack of commitment to enforce laws and to achieve sustainable development goals.

Originality/value

The study establishes bases for guiding the discussion to support managers and investors decisions to promote paradigm changes in the citizens’ life and in the way cities are planned.

Details

International Journal of Sustainability in Higher Education, vol. 20 no. 5
Type: Research Article
ISSN: 1467-6370

Keywords

Article
Publication date: 1 December 2020

Marcelo Benetti Corrêa da Silva, Marina Giacometti Valente, Angela Petroli, Daniel Luis Notari, Suélen Bebber and Ana Cristina Fachinelli

The raised competitiveness among technology companies, especially for being able to work with markets physically distant from their final consumer, makes it important to know the…

Abstract

Purpose

The raised competitiveness among technology companies, especially for being able to work with markets physically distant from their final consumer, makes it important to know the employee’s perception about the built environment since the physical workspaces influence productivity. This paper aims to analyze the attributes and dimensions of the built environment of a development software company that most impact the employee’s satisfaction through their perception. It allows the company to identify the strengths and weaknesses of the built environment, enhancing the employee’s satisfaction, productivity and, consequently, the company revenues.

Design/methodology/approach

This research applied a survey by the drop off method and analyzed data through confirmatory factor analysis and multiple linear regression. Therefore, these methods explain how the attributes behave in each theoretical dimension and evaluate the relation between the dependent and independent dimensions.

Findings

The theoretical result of this research concerns the employee’s satisfaction with the built environment of a software development company. Overall, employee satisfaction is related to the dimensions of functionality, appearance and personal relationships, not being significant aspects of configuration. On the other hand, the employee’s overall satisfaction with the built environment is related to the functional dimension.

Research limitations/implications

This research limitation is related to the size of the sample, which is a pre-determined and fixed population: all the company’s employees.

Originality/value

Perceived quality applied to a work environment of a software development company.

Article
Publication date: 5 August 2020

Marcelo Benetti Corrêa da Silva, Suélen Bebber, Gabriel Sperandio Milan, Angélica Ravizzoni Veronese, Jéssica Testolin and Maria Emília Camargo

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…

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.

Article
Publication date: 14 May 2021

Marcelo Benetti Corrêa da Silva, Juliana Matte, Suélen Bebber, Bianca Libardi and Ana Cristina Fachinelli

This research goal was to analyze factors that may influence value-in-use and satisfaction perceived by university students, from the built environment, price fairness and…

Abstract

Purpose

This research goal was to analyze factors that may influence value-in-use and satisfaction perceived by university students, from the built environment, price fairness and teaching care.

Design/methodology/approach

For this purpose, a survey was conducted with 900 students from a university in southern Brazil.

Findings

The main results proved that the antecedents considered in the study have a significant and positive influence on the value-in-use and satisfaction of university students. Furthermore, the built environment, price fairness, teaching care and satisfaction explained 87.8% of the value-in-use of students, while the built environment, price fairness and teaching care explained 74.9% of student satisfaction.

Originality/value

The study proved that after receiving the educational service, if the student can apply his or her acquired knowledge and skills, he or she will find a fair price, will be satisfied and will obtain value in the service purchased. Thus, even if the educational market is changing in recent years, the importance of the teacher and the built environment are factors that influence price fairness and increase the satisfaction and value-in-use perceived by the student.

Details

Benchmarking: An International Journal, vol. 29 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 6 May 2021

Marcelo Benetti Corrêa da Silva, Juliana Matte, Suélen Bebber, Mayron Dalla Santa de Carvalho, Suane de Atayde Moschen and Ana Cristina Fachinelli

This study aims to test and analyze factors that may influence the satisfaction of university students, specifically, from the built environment, price fairness and teaching care.

Abstract

Purpose

This study aims to test and analyze factors that may influence the satisfaction of university students, specifically, from the built environment, price fairness and teaching care.

Design/methodology/approach

A survey was conducted with 250 students from a university in southern Brazil. The data were analyzed by structural equation modeling.

Findings

The main results proved that the built environment, price fairness and teaching care have a significant and positive influence on the satisfaction of university students.

Practical implications

The factors presented explanation power for student satisfaction, which shows that they are essential aspects and, therefore, must be observed by universities to satisfy their students.

Originality/value

The study identifies the impact of factors such as the environment, price and teaching service on student satisfaction.

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