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Alternative Dispute Resolution Media: General Perception, Satisfaction and Loyalty of Users of Arbitration Centers in Portugal

João Ricardo Catarino and Pedro Miguel Alves Ribeiro Correia

This article, which presents a general framework of the arbitration centers in Portugal, tested the existence of statistical evidence regarding a set of relationships between latent variables associated with satisfaction and loyalty of users of these centers. In this sense, a sample of 337 users of the 11 arbitration centers sponsored by the Portuguese Ministry of Justice was used. The assessment of the validity of the research hypotheses was performed by means of a structural equation model which revealed to possess quality measures considered as good. The hypothesis of the existence of a positive and direct impact of the dimension facilities of arbitration centers in the dimension general aspects of arbitration centers was refuted. The remaining research hypotheses were confirmed by the sample, globally validating the structural model proposed for this phenomenon.

Key words: Conflict Management; Dispute Settlement; Arbitration; Relations with Customers; Portugal

 
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