Cristobal Barra

The Path of Patient Loyalty and the Role of Doctor Reputation

Patient loyalty to doctors is relevant to medical services in which doctor–patient relationships are central and for which competition has increased in recent years. This study aims at understanding the process whereby patients develop loyalty to their doctor and doctor reputation has a moderating role. Based on a randomization of subjects, the study offers and tests an explanation chain representing key variables determining patient loyalty: patient commitment, trust and satisfaction, and doctor reputation. Primary data was collected using a structured questionnaire from a quota sample of regular patients in a large city in South America. The patients most committed to their doctor are more loyal to them. In turn, commitment is determined by patient trust, which is determined by patient satisfaction. Doctor reputation positively influences both patient trust and satisfaction. The explanation chain not only gives an account of how patient loyalty is formed; it also identifies a path health professionals can follow to secure patient loyalty.

How to measure service quality in internet banking

This study aims at developing and testing a scale that measures service quality in internet banking. The scale is destined to help evaluate the performance of banks using internet platforms in the context of an emerging economy. The research is processed in two stages, a qualitative study on the basis of the Critical Incident Technique and a questionnaire applied to Chilean banks using internet services. The study results in six relevant, valid and reliable dimensions of service quality for internet banking: accessibility/availability, accuracy, products/services quality, responsiveness, security/privacy, and usability. The study yields three significant contributions: (a) consumer feedback relevant to service quality of e-banking services; (b) tested means of evaluating performance in internet banking platforms; and (c) an adaptable scale to various cultural contexts and stages of information systems development.

Trust and commitment in the formation of donor loyalty

ABSTRACT This cross-national study empirically tests a model that explains the ways in which trust and commitment lead to loyalty in the organization–donor relationship. This research fills a gap in the literature by contrasting the formation of loyalty in a developing nation, with the national culture in which the framework was initially developed. Findings indicate that while trust and commitment are significant in the formation of behavioral loyalty in both Latin America and the United States, this relationship is mediated by cognitive and affective loyalty. The respective contributions of affective and cognitive loyalty are, however, different based on cultural context. In Latin America, the model is more affectively focused, whereas in the United States it is more cognitively focused. Theoretical, practical and managerial implications are discussed.

Brand Familiarity in Latin America: A New Three-Dimensional Conceptualization and Measure

Brand familiarity is a construct often used in marketing and consumer behavior for explaining buyer behavior and marketing effects. Advertising agencies and marketing managers use brand familiarity as a measure of marketing and advertising effectiveness. The literature suggests alternative definitions of familiarity focusing on recognition, brand knowledge and experience. In this paper we propose a three-dimensional conceptualization of brand familiarity including: recognition, general knowledge and closeness, which fully captures the concept domain. Through six empirical studies we develop and validate a new measure of brand familiarity, and we propose ways to use it for further theoretical development and managerial purposes.

The role of usability as perceived in the confidence shown in online auctions

Usability has been considered as a key variable that allows trust development in online environments. However, the relationship between these concepts has not been studied in depth to realize if the effect is direct or mediated. In this context, it is proposed that the perceived usability affects trust not in a direct way but considering the role of satisfaction as a mediator. This study considers the specific context of Internet auctions that represents a growing services market through Internet in Latin America. After testing the unidimensionality, reliability and validity of the measurement scales, hypotheses were tested using a structural equation modeling, a rival models strategy and a multi-sample analysis.Si bien se ha considerado que la usabilidad del sitio presente estudio se lleva a cabo en el caso particular web es una de las variables clave en la formacion de de los sitios de subastas por Internet, que representan la confianza de los usuarios, esta relacion no ha sido un mercado creciente y en auge entre los servicios a profundamente analizada respecto a su efecto directo traves de Internet en Latinoamerica. Luego de probar la o mediado. Dentro de este contexto, se propone que la unidimensionalidad, fiabilidad y validez de las escalas usabilidad influye sobre la confianza, pero no de ma-de medida, se contrastan las hipotesis a traves de un nera directa, sino mas bien a traves de la satisfaccion, modelo de ecuaciones estructurales y una estrategia de con esta ultima actuando como variable mediadora. El modelos rivales.

El rol de la usabilidad percibida sobre la confianza en las subastas online

Usability has been considered as a key variable that allows trust development in online environments. However, the relationship between these concepts has not been studied in depth to realize if the effect is direct or mediated. In this context, it is proposed that the perceived usability affects trust not in a direct way but considering the role of satisfaction as a mediator. This study considers the specific context of Internet auctions that represents a growing services market through Internet in Latin America. After testing the unidimensionality, reliability and validity of the measurement scales, hypotheses were tested using a structural equation modeling, a rival models strategy and a multi-sample analysis.Si bien se ha considerado que la usabilidad del sitio presente estudio se lleva a cabo en el caso particular web es una de las variables clave en la formacion de de los sitios de subastas por Internet, que representan la confianza de los usuarios, esta relacion no ha sido un mercado creciente y en auge entre los servicios a profundamente analizada respecto a su efecto directo traves de Internet en Latinoamerica. Luego de probar la o mediado. Dentro de este contexto, se propone que la unidimensionalidad, fiabilidad y validez de las escalas usabilidad influye sobre la confianza, pero no de ma-de medida, se contrastan las hipotesis a traves de un nera directa, sino mas bien a traves de la satisfaccion, modelo de ecuaciones estructurales y una estrategia de con esta ultima actuando como variable mediadora. El modelos rivales.

O papel da usabilidade percebida na confiança de leilões online

Usability has been considered as a key variable that allows trust development in online environments. However, the relationship between these concepts has not been studied in depth to realize if the effect is direct or mediated. In this context, it is proposed that the perceived usability affects trust not in a direct way but considering the role of satisfaction as a mediator. This study considers the specific context of Internet auctions that represents a growing services market through Internet in Latin America. After testing the unidimensionality, reliability and validity of the measurement scales, hypotheses were tested using a structural equation modeling, a rival models strategy and a multi-sample analysis.Si bien se ha considerado que la usabilidad del sitio presente estudio se lleva a cabo en el caso particular web es una de las variables clave en la formacion de de los sitios de subastas por Internet, que representan la confianza de los usuarios, esta relacion no ha sido un mercado creciente y en auge entre los servicios a profundamente analizada respecto a su efecto directo traves de Internet en Latinoamerica. Luego de probar la o mediado. Dentro de este contexto, se propone que la unidimensionalidad, fiabilidad y validez de las escalas usabilidad influye sobre la confianza, pero no de ma-de medida, se contrastan las hipotesis a traves de un nera directa, sino mas bien a traves de la satisfaccion, modelo de ecuaciones estructurales y una estrategia de con esta ultima actuando como variable mediadora. El modelos rivales.