Falhas externas de qualidade no valor percebido, na satisfação e na lealdade dos clientes da construção civil
External quality failures on perceived value, customer satisfaction and loyalty in the civil construction
DOI:
https://doi.org/10.48075/csar.v29i49.33896Resumo
Esta pesquisa tem como objetivo analisar a influência das falhas externas de qualidade no valor percebido, na satisfação e na lealdade dos clientes da construção civil. Foi realizada uma pesquisa quantitativa por meio de survey, aplicada em uma amostra de 281 pessoas que compraram e residem em apartamentos construídos há menos de 10 anos e localizados na cidade de Londrina, no estado do Paraná. A modelagem de equações estruturais foi usada para análise de dados. Os resultados indicaram que as falhas externas de qualidade têm uma influência negativa e significativa no valor percebido pelo cliente e na satisfação. Constatou-se também que o valor percebido e a satisfação exercem uma influência positiva na lealdade. A hipótese destinada a verificar se as falhas externas de qualidade influenciavam de forma negativa a lealdade do cliente, não foi suportada, mas foi possível identificar um efeito indireto, entre as variáveis, moderado pelo valor percebido e a satisfação.
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