The Consumer Behavior in different Retail Formats in Brazil

Sergio Silva Braga Junior; Evandro Luiz Lopes; Eduardo Guilherme Satolo; Dirceu da Silva; Sergio Luiz do Amaral Moretti

doi:doi:10.11648/j.sjbm.20140201.14

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The Consumer Behavior in different Retail Formats in Brazil

Sergio Silva Braga Junior, Evandro Luiz Lopes, Eduardo Guilherme Satolo, Dirceu da Silva, Sergio Luiz do Amaral Moretti

Published in Science Journal of Business and Management (Volume 2, Issue 1)

Received: 29 January 2014 Published: 28 February 2014

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Abstract

Research demonstrates the applicability of the RSQ scale within the Brazilian context in different retail formats and compares the consumers´ perceptions for each format. Three surveys comprising 690 consumers from retail shop were performed in different formats (banking service, sports shop and clothes shop) in São Paulo SP Brazil, due to its first ranking within the Brazilian market. Data collection was performed through direct contact with clients. Modeling of structural equations with estimation matrix by partial minimum squares showed that RSQ scale identified the five theoretical factors of perceived quality and made possible the verification of greater and less relevant points in each retail format. High coefficients of determination were underscored in data analyses to determine the factors Personal Interactions and Trust. The Brazilian market is being underscored within the international scenario due to its increasing consumption and rapid recovery after several world economical crises. The analysis of perceived quality of services by Brazilian firms is highly relevant for the understanding of consumers´ profile and for tying strategies of services with consumers´ expectations. Although gaps exist in service quality measuring scales, current analysis used the scale invented by Dabholkar, Thorpe and Rentz (1996) denominated RSQ – Retail Service Quality. The scale presents the required amplitude to measure constructs in all retail sectors, as shown in current investigation. By employing the scale´s criteria, the relevance and originality of current study lies in the identification and comparison of the different qualities perceived by consumers for each retail format analyzed.

Published in	Science Journal of Business and Management (Volume 2, Issue 1)
DOI	10.11648/j.sjbm.20140201.14
Page(s)	24-34
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2014. Published by Science Publishing Group

Keywords

Consumer Behavior, Retail Service Quality, Perceived Quality, Retail in Brazil

References

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APA Style

Sergio Silva Braga Junior, Evandro Luiz Lopes, Eduardo Guilherme Satolo, Dirceu da Silva, Sergio Luiz do Amaral Moretti. (2014). The Consumer Behavior in different Retail Formats in Brazil. Science Journal of Business and Management, 2(1), 24-34. https://doi.org/10.11648/j.sjbm.20140201.14

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ACS Style

Sergio Silva Braga Junior; Evandro Luiz Lopes; Eduardo Guilherme Satolo; Dirceu da Silva; Sergio Luiz do Amaral Moretti. The Consumer Behavior in different Retail Formats in Brazil. Sci. J. Bus. Manag. 2014, 2(1), 24-34. doi: 10.11648/j.sjbm.20140201.14

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AMA Style

Sergio Silva Braga Junior, Evandro Luiz Lopes, Eduardo Guilherme Satolo, Dirceu da Silva, Sergio Luiz do Amaral Moretti. The Consumer Behavior in different Retail Formats in Brazil. Sci J Bus Manag. 2014;2(1):24-34. doi: 10.11648/j.sjbm.20140201.14

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@article{10.11648/j.sjbm.20140201.14,
  author = {Sergio Silva Braga Junior and Evandro Luiz Lopes and Eduardo Guilherme Satolo and Dirceu da Silva and Sergio Luiz do Amaral Moretti},
  title = {The Consumer Behavior in different Retail Formats in Brazil},
  journal = {Science Journal of Business and Management},
  volume = {2},
  number = {1},
  pages = {24-34},
  doi = {10.11648/j.sjbm.20140201.14},
  url = {https://doi.org/10.11648/j.sjbm.20140201.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20140201.14},
  abstract = {Research demonstrates the applicability of the RSQ scale within the Brazilian context in different retail formats and compares the consumers´ perceptions for each format. Three surveys comprising 690 consumers from retail shop were performed in different formats (banking service, sports shop and clothes shop) in São Paulo SP Brazil, due to its first ranking within the Brazilian market. Data collection was performed through direct contact with clients. Modeling of structural equations with estimation matrix by partial minimum squares showed that RSQ scale identified the five theoretical factors of perceived quality and made possible the verification of greater and less relevant points in each retail format. High coefficients of determination were underscored in data analyses to determine the factors Personal Interactions and Trust. The Brazilian market is being underscored within the international scenario due to its increasing consumption and rapid recovery after several world economical crises. The analysis of perceived quality of services by Brazilian firms is highly relevant for the understanding of consumers´ profile and for tying strategies of services with consumers´ expectations. Although gaps exist in service quality measuring scales, current analysis used the scale invented by Dabholkar, Thorpe and Rentz (1996) denominated RSQ – Retail Service Quality. The scale presents the required amplitude to measure constructs in all retail sectors, as shown in current investigation. By employing the scale´s criteria, the relevance and originality of current study lies in the identification and comparison of the different qualities perceived by consumers for each retail format analyzed.},
 year = {2014}
}

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TY  - JOUR
T1  - The Consumer Behavior in different Retail Formats in Brazil
AU  - Sergio Silva Braga Junior
AU  - Evandro Luiz Lopes
AU  - Eduardo Guilherme Satolo
AU  - Dirceu da Silva
AU  - Sergio Luiz do Amaral Moretti
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DO  - 10.11648/j.sjbm.20140201.14
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
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EP  - 34
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20140201.14
AB  - Research demonstrates the applicability of the RSQ scale within the Brazilian context in different retail formats and compares the consumers´ perceptions for each format. Three surveys comprising 690 consumers from retail shop were performed in different formats (banking service, sports shop and clothes shop) in São Paulo SP Brazil, due to its first ranking within the Brazilian market. Data collection was performed through direct contact with clients. Modeling of structural equations with estimation matrix by partial minimum squares showed that RSQ scale identified the five theoretical factors of perceived quality and made possible the verification of greater and less relevant points in each retail format. High coefficients of determination were underscored in data analyses to determine the factors Personal Interactions and Trust. The Brazilian market is being underscored within the international scenario due to its increasing consumption and rapid recovery after several world economical crises. The analysis of perceived quality of services by Brazilian firms is highly relevant for the understanding of consumers´ profile and for tying strategies of services with consumers´ expectations. Although gaps exist in service quality measuring scales, current analysis used the scale invented by Dabholkar, Thorpe and Rentz (1996) denominated RSQ – Retail Service Quality. The scale presents the required amplitude to measure constructs in all retail sectors, as shown in current investigation. By employing the scale´s criteria, the relevance and originality of current study lies in the identification and comparison of the different qualities perceived by consumers for each retail format analyzed.
VL  - 2
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Author Information

Sergio Silva Braga Junior

UNESP - Univ. Estadual Paulista, Tup? Campus,S?o Paulo, Brazil
Evandro Luiz Lopes

University Nine de July, S?o Paulo, Brazil
Eduardo Guilherme Satolo

UNESP - Univ. Estadual Paulista, Tup? Campus,S?o Paulo, Brazil
Dirceu da Silva

University Nine de July, S?o Paulo, Brazil
Sergio Luiz do Amaral Moretti

Superior School of Advertising and Marketing, S?o Paulo, Brazil

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APA Style

Sergio Silva Braga Junior, Evandro Luiz Lopes, Eduardo Guilherme Satolo, Dirceu da Silva, Sergio Luiz do Amaral Moretti. (2014). The Consumer Behavior in different Retail Formats in Brazil. Science Journal of Business and Management, 2(1), 24-34. https://doi.org/10.11648/j.sjbm.20140201.14

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ACS Style

Sergio Silva Braga Junior; Evandro Luiz Lopes; Eduardo Guilherme Satolo; Dirceu da Silva; Sergio Luiz do Amaral Moretti. The Consumer Behavior in different Retail Formats in Brazil. Sci. J. Bus. Manag. 2014, 2(1), 24-34. doi: 10.11648/j.sjbm.20140201.14

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AMA Style

Sergio Silva Braga Junior, Evandro Luiz Lopes, Eduardo Guilherme Satolo, Dirceu da Silva, Sergio Luiz do Amaral Moretti. The Consumer Behavior in different Retail Formats in Brazil. Sci J Bus Manag. 2014;2(1):24-34. doi: 10.11648/j.sjbm.20140201.14

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@article{10.11648/j.sjbm.20140201.14,
  author = {Sergio Silva Braga Junior and Evandro Luiz Lopes and Eduardo Guilherme Satolo and Dirceu da Silva and Sergio Luiz do Amaral Moretti},
  title = {The Consumer Behavior in different Retail Formats in Brazil},
  journal = {Science Journal of Business and Management},
  volume = {2},
  number = {1},
  pages = {24-34},
  doi = {10.11648/j.sjbm.20140201.14},
  url = {https://doi.org/10.11648/j.sjbm.20140201.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20140201.14},
  abstract = {Research demonstrates the applicability of the RSQ scale within the Brazilian context in different retail formats and compares the consumers´ perceptions for each format. Three surveys comprising 690 consumers from retail shop were performed in different formats (banking service, sports shop and clothes shop) in São Paulo SP Brazil, due to its first ranking within the Brazilian market. Data collection was performed through direct contact with clients. Modeling of structural equations with estimation matrix by partial minimum squares showed that RSQ scale identified the five theoretical factors of perceived quality and made possible the verification of greater and less relevant points in each retail format. High coefficients of determination were underscored in data analyses to determine the factors Personal Interactions and Trust. The Brazilian market is being underscored within the international scenario due to its increasing consumption and rapid recovery after several world economical crises. The analysis of perceived quality of services by Brazilian firms is highly relevant for the understanding of consumers´ profile and for tying strategies of services with consumers´ expectations. Although gaps exist in service quality measuring scales, current analysis used the scale invented by Dabholkar, Thorpe and Rentz (1996) denominated RSQ – Retail Service Quality. The scale presents the required amplitude to measure constructs in all retail sectors, as shown in current investigation. By employing the scale´s criteria, the relevance and originality of current study lies in the identification and comparison of the different qualities perceived by consumers for each retail format analyzed.},
 year = {2014}
}

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TY  - JOUR
T1  - The Consumer Behavior in different Retail Formats in Brazil
AU  - Sergio Silva Braga Junior
AU  - Evandro Luiz Lopes
AU  - Eduardo Guilherme Satolo
AU  - Dirceu da Silva
AU  - Sergio Luiz do Amaral Moretti
Y1  - 2014/02/28
PY  - 2014
N1  - https://doi.org/10.11648/j.sjbm.20140201.14
DO  - 10.11648/j.sjbm.20140201.14
T2  - Science Journal of Business and Management
JF  - Science Journal of Business and Management
JO  - Science Journal of Business and Management
SP  - 24
EP  - 34
PB  - Science Publishing Group
SN  - 2331-0634
UR  - https://doi.org/10.11648/j.sjbm.20140201.14
AB  - Research demonstrates the applicability of the RSQ scale within the Brazilian context in different retail formats and compares the consumers´ perceptions for each format. Three surveys comprising 690 consumers from retail shop were performed in different formats (banking service, sports shop and clothes shop) in São Paulo SP Brazil, due to its first ranking within the Brazilian market. Data collection was performed through direct contact with clients. Modeling of structural equations with estimation matrix by partial minimum squares showed that RSQ scale identified the five theoretical factors of perceived quality and made possible the verification of greater and less relevant points in each retail format. High coefficients of determination were underscored in data analyses to determine the factors Personal Interactions and Trust. The Brazilian market is being underscored within the international scenario due to its increasing consumption and rapid recovery after several world economical crises. The analysis of perceived quality of services by Brazilian firms is highly relevant for the understanding of consumers´ profile and for tying strategies of services with consumers´ expectations. Although gaps exist in service quality measuring scales, current analysis used the scale invented by Dabholkar, Thorpe and Rentz (1996) denominated RSQ – Retail Service Quality. The scale presents the required amplitude to measure constructs in all retail sectors, as shown in current investigation. By employing the scale´s criteria, the relevance and originality of current study lies in the identification and comparison of the different qualities perceived by consumers for each retail format analyzed.
VL  - 2
IS  - 1
ER  -

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