Qualidade do Relacionamento Online |
|
|
|
|
e-Trust (Brun et al., 2014Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. International. Journal of Bank Marketing, 32(1), 5-27. http://dx.doi.org/10.1108/IJBM-02-2013-0022. http://dx.doi.org/10.1108/IJBM-02-2013-0...
; Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Shin et al., 2013Shin, J. I., Chunga, K. H., Ohb, J. S., & Leec, C. W. (2013). The effect of site quality on repurchase intention in internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463. http://dx.doi.org/10.1016/j.ijinfomgt.2013.02.003. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Toufaily & Pons, 2017Toufaily, E., & Pons, F. (2017). Impact of customers’ assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective. Journal of Retailing and Consumer Services, 34 (2017), 58-69. http://dx.doi.org/10.1016/j.jretconser.2016.09.011. http://dx.doi.org/10.1016/j.jretconser.2...
) |
0,839 |
0,841 |
0,638 |
Confio na informação que é fornecida no ambiente online deste banco. |
,780 |
|
|
|
Confio nas promessas que o banco faz no ambiente online. |
.85 |
|
|
|
Confio nos e-services que o banco fornece. |
.77 |
|
|
|
e-Commitment (Brun et al., 2014Brun, I., Rajaobelina, L., & Ricard, L. (2014). Online relationship quality: Scale development and initial testing. International. Journal of Bank Marketing, 32(1), 5-27. http://dx.doi.org/10.1108/IJBM-02-2013-0022. http://dx.doi.org/10.1108/IJBM-02-2013-0...
; Cater & Zabkar, 2009Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commitment in marketing research services: The client’s perspective. Industrial Marketing Management, 38 (7), 785-797. http://doi.org/10.1016/j.indmarman.2007.10.004. http://doi.org/10.1016/j.indmarman.2007....
; Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Shin et al., 2013Shin, J. I., Chunga, K. H., Ohb, J. S., & Leec, C. W. (2013). The effect of site quality on repurchase intention in internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463. http://dx.doi.org/10.1016/j.ijinfomgt.2013.02.003. http://dx.doi.org/10.1016/j.ijinfomgt.20...
) |
0,753 |
0,844 |
0,590 |
Sinto que os e-services deste banco são uma parte da minha vida. |
,420 |
|
|
|
Dependo dos e-services deste banco para realizar minhas atividades bancárias. |
,84 |
|
|
|
Parar de utilizar os e-services deste banco é muito difícil para mim. |
,90 |
|
|
|
Se eu decidir parar de utilizar os e-services deste banco, a gestão das minhas tarefas financeiras ficará prejudicada. |
,82 |
|
|
|
e-Satisfaction (Fang et al., 2016Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217. http://dx.doi.org/10.1016/j.ijinfomgt.2016.08.006. http://dx.doi.org/10.1016/j.ijinfomgt.20...
; Wang et al., 2016Wang, W. T., Wang, Y. S., & Liu, E. R. (2016). The stickiness intention of group-buying websites: The integration of the commitment-trust theory and e-commerce success model. Information & Management, 53(5), 625-642. http://dx.doi.org/10.1016/j.im.2016.01.006. http://dx.doi.org/10.1016/j.im.2016.01.0...
) |
0,854 |
0,859 |
0,671 |
Estou satisfeito em realizar minhas tarefas bancárias através dos e-services deste banco. |
,76 |
|
|
|
Os e-services deste banco atenderam às minhas expectativas. |
,88 |
|
|
|
Estou satisfeito com minha decisão de utilizar os e-services deste banco. |
,82 |
|
|
|
e-Loyalty (Alonso-Almeida et al., 2014Alonso-Almeida, M. D. M., Bernardo, M., Llach, J., & Marimon, F. (2014). Building loyalty through functional and hedonic quality. Industrial Management & Data Systems, 114(3), 387-404. http://dx.doi.org/10.1108/IMDS-06-2013-0278. http://dx.doi.org/10.1108/IMDS-06-2013-0...
; Amin, 2016Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306. http://dx.doi.org/10.1108/IJBM-10-2014-0139. http://dx.doi.org/10.1108/IJBM-10-2014-0...
; Bernardo et al., 2012Bernardo, M., Marimon, F., & Alonso-Almeida, M. D. M. (2012). Functional quality and hedonic quality: A study of the dimensions of e-service quality in online travel agencies, Information & Management, 49(7-8), 342-347. http://dx.doi.org/10.1016/j.im.2012.06.005. http://dx.doi.org/10.1016/j.im.2012.06.0...
; Toufaily & Pons, 2017Toufaily, E., & Pons, F. (2017). Impact of customers’ assessment of website attributes on e-relationship in the securities brokerage industry: A multichannel perspective. Journal of Retailing and Consumer Services, 34 (2017), 58-69. http://dx.doi.org/10.1016/j.jretconser.2016.09.011. http://dx.doi.org/10.1016/j.jretconser.2...
) |
0,895 |
0,896 |
0,633 |
Conto sobre as opções positivas dos e-services deste banco para outras pessoas. |
,700 |
|
|
|
Prefiro utilizar os e-services deste banco do que o de outros bancos. |
,77 |
|
|
|
Pretendo utilizar os e-services deste banco no futuro. |
,80 |
|
|
|
Não pretendo mudar de banco enquanto os e-services deste banco continuarem. |
,86 |
|
|
|
Enquanto eu precisar de serviços bancários, os e-services deste banco serão a minha primeira opção. |
,84 |
|
|
|