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Procedimiento para medir la satisfacción de los clientes en el comercio minorista

Author

Listed:
  • Vázquez Durán, Alejandro

    (Ministerio de Finanzas y Precios)

Abstract

El presente trabajo de investigación desarrolla una propuesta de cálculo para medir el índice de satisfacción de los clientes en el comercio minorista en una cadena de tiendas. Se utilizaron las encuestas de satisfacción para analizar la situación actual de la satisfacción de los mismos y, se elaboró una propuesta de un índice para medir la satisfacción del cliente partiendo de las limitaciones que presenta el empleado actualmente.

Suggested Citation

  • Vázquez Durán, Alejandro, 2019. "Procedimiento para medir la satisfacción de los clientes en el comercio minorista," Revista Cubana de Finanzas y Precios, Ministerio de Finanzas y Precios, Cuba, vol. 3(2), pages 25-31.
    • Handle: RePEc:ris:rcubfp:0100
    as

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    File URL: https://www.mfp.gob.cu/revista_mfp/index.php/RCFP/article/view/04_V3N22019_AVD
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    More about this item

    Keywords

    mercado; finanzas;

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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