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

Vinícius Andrade Brei and Carlos Alberto Vargas Rossi

RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), 2005, vol. 9, issue 2, 145-168

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.

Date: 2005
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