What is it about?

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. 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.

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Why is it important?

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.


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. This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user’s judgment.

PhD Gabriel Sperandio Milan
Unisinos - Universidade do Vale do Rio dos Sinos

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This page is a summary of: Built environment dimensions in the context of a gas station in Brazil, Facilities, August 2020, Emerald,
DOI: 10.1108/f-04-2019-0049.
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