Factors Affecting Satisfaction in Online Financial Transactions: a study of Brazilian home brokers/Fatores que Afetam a Satisfação em Transações Financeiras Online: um estudo sobre o investidor de corretoras de valores mobiliários virtuais/Factores que influyen en la satisfacción de las transacciones financieras por internet: un estudio sobre inversores de agencias inmobiliarias virtuales

This paper evaluated consumers' perceptions of Brazilian Home Broker services in the online environment. Based on the model suggested by Balasubramanian, Konana and Menon (2003), the effects of relevant online consumer behavior constructs on customer satisfaction with the service were analyzed....

Full description

Saved in:
Bibliographic Details
Published in:Revista brasileira de gestão de negócios 2014-04, Vol.16 (51), p.257
Main Authors: Ferreira, Jorge Brantes, de Freitas, Angilberto Sabino, Nunes, Deborah Coutinho Gil, Giovannini, Cristiane Junqueira
Format: Article
Language:English
Subjects:
Consumer behavior
Consumers
Customer satisfaction
Customer services
Electronic commerce
Financial services
Investments
Perceptions
Real estate agents & brokers
Stock brokers
Stock exchanges
Strategic management
Studies
Trust
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:This paper evaluated consumers' perceptions of Brazilian Home Broker services in the online environment. Based on the model suggested by Balasubramanian, Konana and Menon (2003), the effects of relevant online consumer behavior constructs on customer satisfaction with the service were analyzed. Constructs such as perceived operational competence, willingness to trust and perceived environmental security were employed, in a model fully mediated by trust. A questionnaire with scales previously used in literature was employed to measure the relevant constructs and structural equations applied to analyze the relationships found. Results show a strong relationship between perceived environment security and perceived operational competence, indicating that trust formation precedes satisfaction in online financial services transactions within the Brazilian context.
ISSN:1806-4892
1983-0807