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.

中文翻译：

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巴西加油站内的建筑环境尺寸

目的

本文旨在确定建筑物环境的属性和尺寸，以评估客户对位于巴西南部加油站的建筑物环境的满意度。此外，本研究旨在验证最能影响客户满意度的维度以及与客户最相关的属性。

设计/方法/方法

该研究通过一项调查进行了操作，并通过验证性因子分析对数据进行了分析。多元回归分析用于评估维度对感知客户满意度的影响，而逐步线性多元回归则用于识别最重要的属性。

发现

因子分析结果表明，解释了66.77％的方差与六个构建环境维度（或因子）有关。回归分析表明，对加油站的总体满意度是由外观，功能和位置的尺寸来预测的，并且与七个属性成正相关。关于构建的环境满意度，维度的位置和功能是其预测指标，并且与五个属性成正相关。

研究局限/意义

需要在不同背景下进行进一步研究，以测试建筑环境尺寸的可靠性–舒适性，功能性，配置，位置和外观。此外，该研究还呼吁就与乘员或用户满意度以及可能影响乘员的其他因素有关的建筑环境进行进一步辩论。

创意/价值

这项研究确定了需要评估与用户判断相关的可测量因素的占用后评估的影响。