Citas bibligráficas
Mogollón, M., Pérez, V. (2020). E-service quality y su relación con la e-confianza y la e-satisfacción del cliente en e-retails de tiendas por departamento en Lima Metropolitana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/654530
Mogollón, M., Pérez, V. E-service quality y su relación con la e-confianza y la e-satisfacción del cliente en e-retails de tiendas por departamento en Lima Metropolitana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/654530
@misc{renati/1288935,
title = "E-service quality y su relación con la e-confianza y la e-satisfacción del cliente en e-retails de tiendas por departamento en Lima Metropolitana",
author = "Pérez Cortez, Valeria Cristina",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
The purchase in e-retails in Peru has been increasing in recent years. However, there are factors that produce distrust in customers when browsing these digital channels, so it’s a barrier because it prevents them from making purchases on these websites. For this reason, the authors mention that in order to generate a great experience in the e-service quality of e-retails department stores, it's important that customers feel confident when browsing these media. Therefore, the objective of this study is to analyze the relation between e-service quality and their dimensions based on the ES-QUAL model of Parasuraman with e-trust and e-satisfaction, the mediating variable being e-trust. Likewise, we explored the relevance of each variable mentioned in e-retails department stores in Peru. It's important to mention that the e-service quality allows to qualify the quality of the online service. Therefore, to measure this variable, will be takenthe ES-QUAL model of Parasuraman, which was developed on a scale of 22 items with four dimensions: efficiency, fulfilment, system availability and privacy. It should be noted here that this study has a quantitative approach and the sample is a total of 400 men and women aged 25 to 34 who live in Metropolitan Lima and who have bought at least once in the last 6 months in one of the e- department store retails.
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