Built environment dimensions in the context of a gas station in Brazil
ISSN: 0263-2772
Article publication date: 5 August 2020
Issue publication date: 5 August 2020
Abstract
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.
Keywords
Acknowledgements
This study was financed with the support of PROSUC/CAPES.
Citation
Benetti Corrêa da Silva, M., Bebber, S., Sperandio Milan, G., Ravizzoni Veronese, A., Testolin, J. and Camargo, M.E. (2020), "Built environment dimensions in the context of a gas station in Brazil", Facilities, Vol. 39 No. 5/6, pp. 236-255. https://doi.org/10.1108/F-04-2019-0049
Publisher
:Emerald Publishing Limited
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