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Reacciones del consumidor mexiquense hacia las faltantes en anaquel ¿Qué factores intensifican las reacciones negativas hacia el detallista?

Author

Listed:
  • Erosa Martín Victoria Eugenia

    (Universidad Autónoma de Tamaulipas)

  • Arroyo López María del Pilar Ester

    (Instituto Tecnológico y de Estudios Superiores de Monterrey)

Abstract

As Internet use for service purposes has become increasingly important in many types of organizations, customer perception of its quality has become a fundamental criterion for designing and redesigning these services to satisfy customer expectations. The objective of this article is to propose and test a model for measuring quality perception in a pure Internet services as well as identifying the impacts of the quality perceptions. This research is based on structural equations modeling. The results suggest that quality perception has a positive relation to the user’s intention of re-using and recommending the service. Users consider efficiency, reliability, availability, and privacy as significant factors in their service quality perception. Nevertheless, when the user has problems with the service, he also evaluates the possibility of correcting errors, the site’s response capability, and the existence and availability of personal customer service.

Suggested Citation

  • Erosa Martín Victoria Eugenia & Arroyo López María del Pilar Ester, 2011. "Reacciones del consumidor mexiquense hacia las faltantes en anaquel ¿Qué factores intensifican las reacciones negativas hacia el detallista?," Contaduría y Administración, Accounting and Management, vol. 56(1), pages 33-53, mayo - ag.
    • Handle: RePEc:nax:conyad:v:56:y:2011:i:1:p:33-53
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