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La medición de la satisfacción del cliente en supermercados de la ciudad de Mar del Plata

  • Toniut, Hernán
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    Las empresas para lograr mantenerse en el mercado deben realizar una evaluación de su competitividad y a partir del análisis diseñar planes de acción tendientes a su mejora. Uno de los elementos que defina la competitividad de las empresas es la satisfacción del cliente. La satisfacción es una herramienta de diagnóstico que hace hincapié en la evaluación de las expectativas y la medición de su performance. Tanto las expectativas como la performance son dinámicas, esto implica que las empresas deben medirlas con regularidad para monitorearlas. Este trabajo se realizó con el objeto diseñar un modelo de medición de las expectativas y la performance en un comercio minorista de venta de alimentos y la puesta a prueba de dicho instrumento.

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    File URL: http://nulan.mdp.edu.ar/1773/
    File Function: original version
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    Paper provided by Centro de Documentación, Facultad de Ciencias Económicas y Sociales, Universidad Nacional de Mar del Plata in its series Nülan. Deposited Documents with number 1773.

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    Date of creation: Feb 2013
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    Handle: RePEc:nmp:nuland:1773
    Contact details of provider: Postal: Funes 3250 - (7600) Mar del Plata
    Phone: +54 (223) 474-9696
    Web page: http://eco.mdp.edu.ar
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