Comércio eletrônico: uma análise da qualidade, satisfação e intenções comportamentais dos consumidores de supermercados virtuais de Minas Gerais

Abstract

The present study treats of the electronic commerce and more specifically of the evaluation Service Quality, the Satisfaction and the Behavioral Consequences of the virtual supermarkets consumers (based on Internet) in Minas Gerais. Three theoretical constructs were used for the accomplishment of this research: the evaluation of Service Quality, by Parasuraman, Zeithaml and Berry (1988), the model of Satisfaction, by Oliver (1997) and the Behavioral Consequences model, also of authorship by Parasuraman, Zeithaml and Berry (1996). To reach the proposed objectives and to verify the hypotheses, all the scales were adapted and validated, following the scientific and statistical methods. In the theoretical review, the evolution of the Brazilian supermarkets segment, the appearance of Internet and of the electronic commerce are presented, beyond, of course, of the pertinent marketing theory. The hypotheses, the objectives and the methodology are presented. It is made the statistical analysis and presentation of the data of the research then. Finally, is presented the conclusion of the research as well as the considerations on the limitations of the study and suggestions for subsequent studies.