Bibliographic citations
Camacho, A., De, H. (2023). Influencia del riesgo percibido y calidad de servicio en la satisfacción, confianza y compromiso del cliente en los marketplace [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/673344
Camacho, A., De, H. Influencia del riesgo percibido y calidad de servicio en la satisfacción, confianza y compromiso del cliente en los marketplace [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/673344
@misc{renati/1297928,
title = "Influencia del riesgo percibido y calidad de servicio en la satisfacción, confianza y compromiso del cliente en los marketplace",
author = "De Soria Kobayashi, Hajime Jesus",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The main objective of this research is to analyze the variables perceived risk and quality of service that could simultaneously influence satisfaction and trust and, in turn, consumer commitment in a marketplace. The variables perceived risk and commitment were measured through two dimensions, product risk and financial risk; and three dimensions, recommendation, interaction, and knowledge, respectively. To confirm the hypotheses raised, a quantitative study was performed through an online survey with a total sample of 400 people, aged 18 to 29 who reside in Lima and have made a purchase in a marketplace in the last 6 months. The findings showed that service quality has a positive impact on satisfaction. In addition, if a marketplace offers protection against financial risk, this will have a direct effect on trust in the platform. Also, the variable protection against product risk has a low relationship with trust. Likewise, satisfaction has a direct effect on trust. In addition, trust have a positive impact on customer engagement. Also, trust has a positive impact on the recommendation. The results of trust showed that it has a positive impact on the interaction. It also showed that trust has a positive impact on knowledge. However, the study found that satisfaction only had an impact on one of the three dimensions of customer engagement. This research will be relevant, since it will provide a contribution for future studies that seek information on the relationship between satisfaction, trust, consumer commitment, perceived risk, and quality of service in the Marketplace.
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