摘要：The objective of this article is to verify whether shopping process in retail perceived quality and satisfaction could be directly and positively correlated with loyalty. The sample was collected by convenience, composed by 486 consumers. The analysis of the data was done by Structured Equation Modelling (SEM), using SmartPLS software. Among the results it was found that the quality perceived by the consumer at retail and their satisfaction has a positive and direct relationship with loyalty. It is expected that the results contribute to a better understanding of the construction of loyalty based on quality and satisfaction as direct predictors in low involvement purchases.
关键词：Perceived quality;Satisfaction;Loyalty;Retail;Structured Equation Modelling (SEM);Calidad Percibida;Satisfacción;Lealtad;Venta al por menor;Modelos de Ecuaciones Estructurales (MEE);Qualidade Percebida;Satisfação;Lealdade;Varejo;Modelagem em Equações Estruturais (MEE)
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