Citas bibligráficas
Casas, L., Díaz, M., Ojeda, A., Palacios, C. (2021). Calidad en el servicio al cliente en el sector retail de moda y equipamiento deportivo en Lima Metropolitana [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/19461
Casas, L., Díaz, M., Ojeda, A., Palacios, C. Calidad en el servicio al cliente en el sector retail de moda y equipamiento deportivo en Lima Metropolitana []. PE: Pontificia Universidad Católica del Perú; 2021. http://hdl.handle.net/20.500.12404/19461
@mastersthesis{renati/27251,
title = "Calidad en el servicio al cliente en el sector retail de moda y equipamiento deportivo en Lima Metropolitana",
author = "Palacios Zapata, Cynthia Paola",
publisher = "Pontificia Universidad Católica del Perú",
year = "2021"
}
Several studies argue that the role of service quality is essential to achieve success and competitive advantage in business because it improves brand image and profits. However, the research and correct measurement of service quality in the retail sector is yet to gain the necessary relevance despite the fact that it is one of the fastest growing service sectors in Perú. The aims of this study were through the exploratory and confirmatory factor analysis of structural equation models, to explore and assess the SERVPERF model dimensionality, reliability and validity, both convergent and discriminant, and its applicability in the fashion and sports equipment retail sector in Metropolitan Lima. Bearing in mind that the SERVQUAL model is the most widely disseminated and applied model for measuring service quality. In addition, using regression models, determine the service quality impact and significance of each and every one of the five dimensions of the model proposed by Cronin and Taylor. The SERVPERF model is based on 22 variables grouped into five dimensions that includes Tangibility, Reliability, Responsiveness, Security and Empathy. The findings confirm that the SERVPERF instrument is a valid tool to measure service quality. In turn, the positive and significant impact of each and every one of the dimensions of the model was determined; Reliability and Empathy dimensions had the greatest impact on sectors service quality. Finally, useful insights are provided for the leaders of NIKE, ADIDAS and PUMA in order to improve the service quality level awarded in Metropolitan Lima physical stores.
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