Quality of service and customer satisfaction in Peruvian food markets
Final consumers still go to food markets to purchase basic family products; this purchase attitude is more frequent in low-income sectors because prices are relatively low, and in many cases service quality and customer satisfaction are sacrificed. In this context, the objective of this study was to...
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| Formato: | Artículo |
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Editorial Salud, Ciencia y Tecnologia
2023
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| _version_ | 1881508889748307968 |
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| author | Asencio Garcia, Virginia Ortiz Pinchi, Gabriela Aguilar Grandez, Rosa Isabel Luquiños-Sedeno, María Guadalupe Mamani-Laura, Marilí Ruth Espiritu Martinez, Antony Paul |
| author_browse | Aguilar Grandez, Rosa Isabel Asencio Garcia, Virginia Espiritu Martinez, Antony Paul Luquiños-Sedeno, María Guadalupe Mamani-Laura, Marilí Ruth Ortiz Pinchi, Gabriela |
| author_facet | Asencio Garcia, Virginia Ortiz Pinchi, Gabriela Aguilar Grandez, Rosa Isabel Luquiños-Sedeno, María Guadalupe Mamani-Laura, Marilí Ruth Espiritu Martinez, Antony Paul |
| author_sort | Asencio Garcia, Virginia |
| collection | Producción científica |
| description | Final consumers still go to food markets to purchase basic family products; this purchase attitude is more frequent in low-income sectors because prices are relatively low, and in many cases service quality and customer satisfaction are sacrificed. In this context, the objective of this study was to determine to what extent service quality and customer satisfaction are related in Peruvian food markets. Through a quantitative approach at a descriptive and correlational level, the sample consisted of 183 buyers, and the instrument was a questionnaire with 16 items, whose reliability index was a Cronbach's Alpha of 0,996. As a result, a coefficient (r=0,990) and a significance value of 0,000 were obtained. It was concluded that there is a strong relationship between the proposed variables; it is inferred that if the service quality variable increases, so will the customer satisfaction variable, in the same magnitude and vice versa. It is recommended to propose strategies and policies to standardize the quality of the service provided, and thus leverage the satisfaction that the customer perceives for the provision of such services and the consequent increase in the sale of the products sold there. |
| format | Article |
| id | oai:cris.upeu.edu.pe:20.500.15037/3022 |
| institution | UPeU |
| language | English |
| publishDate | 2023 |
| publishDateRange | 2023 |
| publishDateSort | 2023 |
| publisher | Editorial Salud, Ciencia y Tecnologia |
| publisherStr | Editorial Salud, Ciencia y Tecnologia |
| record_format | dspace |
| spelling | oai:cris.upeu.edu.pe:20.500.15037/30222026-10-30T17:09:49ZQuality of service and customer satisfaction in Peruvian food marketsCalidad de servicio y satisfacción del cliente en los mercados de abastos peruanosAsencio Garcia, VirginiaOrtiz Pinchi, GabrielaAguilar Grandez, Rosa IsabelLuquiños-Sedeno, María GuadalupeMamani-Laura, Marilí RuthEspiritu Martinez, Antony PaulQualityService QualityCustomer SatisfactionPeruvian Food MarketsFinal consumers still go to food markets to purchase basic family products; this purchase attitude is more frequent in low-income sectors because prices are relatively low, and in many cases service quality and customer satisfaction are sacrificed. In this context, the objective of this study was to determine to what extent service quality and customer satisfaction are related in Peruvian food markets. Through a quantitative approach at a descriptive and correlational level, the sample consisted of 183 buyers, and the instrument was a questionnaire with 16 items, whose reliability index was a Cronbach's Alpha of 0,996. As a result, a coefficient (r=0,990) and a significance value of 0,000 were obtained. It was concluded that there is a strong relationship between the proposed variables; it is inferred that if the service quality variable increases, so will the customer satisfaction variable, in the same magnitude and vice versa. It is recommended to propose strategies and policies to standardize the quality of the service provided, and thus leverage the satisfaction that the customer perceives for the provision of such services and the consequent increase in the sale of the products sold there.Article10.56294/sctconf20235282-s2.0-85184236535https://hdl.handle.net/20.500.15037/3022enSalud Ciencia y Tecnología - Serie de ConferenciasSalud, Ciencia y Tecnologia - Serie de Conferencias2953-4860Editorial Salud, Ciencia y Tecnologia2023-10-212026-06-27T02:35:22Z2026-06-27T02:35:22Z |
| spellingShingle | Quality Service Quality Customer Satisfaction Peruvian Food Markets Asencio Garcia, Virginia Ortiz Pinchi, Gabriela Aguilar Grandez, Rosa Isabel Luquiños-Sedeno, María Guadalupe Mamani-Laura, Marilí Ruth Espiritu Martinez, Antony Paul Quality of service and customer satisfaction in Peruvian food markets |
| title | Quality of service and customer satisfaction in Peruvian food markets |
| title_full | Quality of service and customer satisfaction in Peruvian food markets |
| title_fullStr | Quality of service and customer satisfaction in Peruvian food markets |
| title_full_unstemmed | Quality of service and customer satisfaction in Peruvian food markets |
| title_short | Quality of service and customer satisfaction in Peruvian food markets |
| title_sort | quality of service and customer satisfaction in peruvian food markets |
| topic | Quality Service Quality Customer Satisfaction Peruvian Food Markets |
| topic_facet | Quality Service Quality Customer Satisfaction Peruvian Food Markets |
| url | https://hdl.handle.net/20.500.15037/3022 |
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