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Consumer Satisfaction in Inter-Island Logistics Services: The Roles of Perceived Value and Island Context in Cape Verde
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Orientador(es)
Resumo(s)
Inter-island logistics services are central to territorial cohesion, market integration, and access to essential goods in archipelagic settings such as Cape Verde. Despite their structural importance, the factors shaping consumer satisfaction in this specific logistical context remain poorly understood, leaving a relevant gap between the centrality of inter-island logistics and the knowledge available to improve it. To address this gap, this study develops and tests a conceptual model grounded in Expectation– Confirmation Theory and a multidimensional view of service quality, analyzing how key service quality dimensions influence Perceived Value and, in turn, Consumer Satisfaction, while also considering the moderating role of Island context. The empirical analysis is based on survey data collected from 214 valid respondents across the Cape Verdean archipelago and is examined using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings show that Perceived Value is the strongest direct predictor of Consumer Satisfaction. Operational Quality, Information Quality, and Service Quality all positively and significantly influence Perceived Value, with Information Quality emerging as the strongest antecedent. Island context significantly moderates the relationship between Perceived Value and Consumer Satisfaction, indicating that the translation of value into satisfaction is not territorially uniform across the archipelago, with the value-satisfaction relationship being amplified in islands with greater service exposure and connectivity. All three quality dimensions also produce significant indirect effects on Consumer Satisfaction through Perceived Value. These findings contribute to a more nuanced understanding of service evaluation in archipelagic logistics contexts and highlight the importance of integrating territorial heterogeneity into both research models and service improvement strategies.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Risk Analysis and Management
Palavras-chave
Cape Verde Inter-Island Logistics Consumer Satisfaction Perceived Value Island Context PLS-SEM