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Confiança, valor percebido e lealdade em trocas relacionais de serviço: um estudo com usuários de Internet Banking no Brasil

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  • Vinícius Andrade Brei
  • Carlos Alberto Vargas Rossi

Abstract

This paper is aimed on the development and test of a theoretical model based on hypotheses that analyze end-customers' trust, perceived value and loyalty on Internet Banking services relational exchanges in Brazil. Tested model is validated using structural equation modeling based on survey results with 611 Internet Banking end-customers of a major brazilian retail bank. Tested hypotheses show that trust has a strong impact on customers' perceived value which also has a strong impact on customers' loyalty. Perceived value was identified as a partial mediator variable on the trust-loyalty relationship. Managerial and future research suggestions are also presented.

Suggested Citation

  • Vinícius Andrade Brei & Carlos Alberto Vargas Rossi, 2005. "Confiança, valor percebido e lealdade em trocas relacionais de serviço: um estudo com usuários de Internet Banking no Brasil," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 9(2), pages 145-168.
    • Handle: RePEc:abg:anprac:v:9:y:2005:i:2:381
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