Built environment dimensions in the context of a gas station in Brazil

被引:5
作者
Benetti Correa da Silva, Marcelo [1 ]
Bebber, Suelen [1 ]
Sperandio Milan, Gabriel [2 ]
Ravizzoni Veronese, Angelica [3 ]
Testolin, Jessica [3 ]
Camargo, Maria Emilia [1 ]
机构
[1] Univ Caxias Do Sul, Grad Program Business Adm, Caxias Do Sul, RS, Brazil
[2] Univ Vale Rio Dos Sinos, Grad Program Business Management, Porto Alegre, RS, Brazil
[3] Univ Caxias Do Sul, Grad Architecture & Urbanism, Caxias Do Sul, RS, Brazil
关键词
Service operations; Customer satisfaction; Occupant satisfaction; Building performance; Quality dimensions; Post-occupancy evaluation; POSTOCCUPANCY EVALUATION; SERVICE QUALITY; PERFORMANCE; USABILITY; FEEDBACK; OFFICE; MODEL; LINK;
D O I
10.1108/F-04-2019-0049
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
Purpose This paper aims to identify the built environment attributes and dimensions to assess customers' satisfaction concerning the built environment in a gas station located in southern Brazil. Besides, this study aims to verify the dimensions that most impact customers' satisfaction and the attributes that are most relevant to customers. Design/methodology/approach The research was operationalized through a survey and data were analyzed with confirmatory factor analysis. Multiple regression analysis was used to assess the impact of the dimensions on perceived customer satisfaction, while stepwise linear multiple regression was used to identify the most significant attributes. Findings The factor analysis result indicates that 66.77% of the variance explained concerns to six built environment dimensions (or factors). The regression analysis shows that overall satisfaction with the gas station is predicted by the dimensions appearance, functionality and location, and positively related to seven attributes. In relation to the built environment satisfaction, the location and functionality of the dimension are its predictors and positively related to five attributes. Research limitations/implications Further studies in different contexts are required to test the reliability of the built environment dimensions - comfort, functionality, configuration, location and appearance. Also, the study calls for further debate about the built environment related to the occupant or user satisfaction and other factors that can impact it. Originality/value This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user's judgment.
引用
收藏
页码:236 / 255
页数:20
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