Perceived quality and it’s impacts on satifaction, trust and loyalty: a study in eletronic retailers of free download services

Abstract

This work aims at evaluating the opinion of the consumers about the quality of the services offered by toll-free download websites and at assessing the corresponding influence in terms of loyalty, satisfaction and trust toward the sites. The final sample collected consists of 5.793 users who use download websites. To analyze the data, conventional techniques of univariated statistics and the technique of modeling of structural equations were used. The results thus obtained have confirmed three of the six hypotheses that had been defined a priori, demonstrating that satisfaction has direct and positive effects on loyalty and trust and that perceived quality has direct effects on satisfaction. Three other hypotheses have been rejected, indicating that neither quality nor trust have direct effects on loyalty and that quality also does not directly influence trust.

Keywords

• qualidade percebida. satisfação. lealdade. confiança.sites de download.