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El efecto de la situación económica actual en el nivel máximo de satisfacción del consumidor y el comportamiento de la clientela

Listed author(s):
  • Mª Pilar Martínez-Ruiz
  • Ana Isabel Jiménez-Zarco
  • Alicia Izquierdo-Yusta

Este estudio analiza los factores que subyacen a los atributos del establecimiento comercial y determina su influencia en la satisfacción máxima del consumidor. Para ello, se evalúa la influencia que ejerce cada uno de estos factores en diversas muestras de consumidores que presentan distintas frecuencias de compra, tratando de determinar a la vez si la recesión económica ha ejercido alguna influencia en dicha relación. Los resultados obtenidos destacan la importancia de los atributos de proximidad al hogar y atención al cliente, y muestran cómo mientras que en el comienzo de la crisis una mayor frecuencia de compra tiende a estar asociada en mayor medida con los factores de conveniencia y servicios y calidad e imagen, en mitad de la crisis el menor número de factores que contribuyen a la satisfacción se puede observar en las muestras de consumidores que presentan la mayor y menor frecuencia, respectivamente. Los resultados sugieren que la situación económica actual no está contribuyendo en gran medida a alterar el comportamiento de la clientela.

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Paper provided by Catedra Fundación Ramón Areces de Distribución Comercial in its series DOCFRADIS Working Papers with number 1202.

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Length: 26
Date of creation: Mar 2012
Date of revision: Mar 2012
Publication status: published
Handle: RePEc:ovr:docfra:1202
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  1. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
  2. Shamik Dhar & Darren Pain & Ryland Thomas, 2000. "A small structural empirical model of the UK monetary transmission mechanism," Bank of England working papers 113, Bank of England.
  3. Dellaert, B.G.C. & Arentze, T. & Bierlaire, M. & Borgers, A. & Timmermans, H.J.P., 1997. "Investigating consumers' tendency to combine multiple shopping purposes and destinations," Discussion Paper 1997-94, Tilburg University, Center for Economic Research.
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