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Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio

Author

Listed:
  • Eloísa Trevino
  • Rodolfo Treviño

Abstract

El objetivo de la investigación fue identificar si la calidad del servicio y el precio se relacionan positivamente con la imagen de la tienda y, a su vez, con la satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio. Para ello se realizó una investigación cuantitativa, no experimental, transversal y se aplicaron 275 cuestionarios. Se utilizó el método de mínimos cuadrados parciales para probar las hipótesis y estimar los modelos de ruta. Los resultados muestran que la calidad del servicio ayuda a obtener una imagen positiva de la tienda, pero si se observa solo la relación precio-satisfacción del cliente, el precio por sí mismo es significativo para la satisfacción del cliente.

Suggested Citation

  • Eloísa Trevino & Rodolfo Treviño, 2021. "Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio," Estudios Gerenciales, Universidad Icesi, vol. 37(161), pages 556-565, October.
    • Handle: RePEc:col:000129:019688
    DOI: 10.18046/j.estger.2021.161.4293
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    More about this item

    Keywords

    imagen de la tienda; satisfacción del cliente; precio; calidad del servicio; tiendas minoristas;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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