Bibliographic citations
This is an automatically generated citacion. Modify it if you see fit
Herrera, G., Silupu, R. (2022). Comportamiento de queja del cliente del Retail moderno en la ciudad de Piura año 2021 [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/9926
Herrera, G., Silupu, R. Comportamiento de queja del cliente del Retail moderno en la ciudad de Piura año 2021 [Tesis]. PE: Universidad Privada Antenor Orrego - UPAO; 2022. https://hdl.handle.net/20.500.12759/9926
@misc{renati/371539,
title = "Comportamiento de queja del cliente del Retail moderno en la ciudad de Piura año 2021",
author = "Silupu Riofrio, Ruth Sarai",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2022"
}
Title: Comportamiento de queja del cliente del Retail moderno en la ciudad de Piura año 2021
Authors(s): Herrera Herrera, Gloria Andrea; Silupu Riofrio, Ruth Sarai
Advisor(s): Ugarriza Gross, Gustavo Adolfo
Keywords: Comportamiento de Queja; Retail
OCDE field: http://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 2022
Institution: Universidad Privada Antenor Orrego - UPAO
Abstract: La presente investigación tuvo por objetivo general analizar el comportamiento de queja
de los clientes del retail moderno en la ciudad de Piura durante el año 2021. Se trató de
una investigación descriptiva y con diseño no experimental y corte transversal. La técnica
seleccionada para el estudio fue una encuesta y para su puesta en marcha se elaboró
un cuestionario que se aplicó un total de 384 personas encuestadas que son habituales
clientes del retail moderno en Piura, específicamente de supermercados y tiendas por
departamentos. La investigación utilizó los estudios de Moliner (2004) como teoría básica
con la que se elaboró el instrumento que recogió información con relación a los tres
niveles del comportamiento de queja. Los resultados arrojan que en la población objeto
de la investigación existe una frecuencia media en la respuesta de queja y la respuesta
privada y una baja frecuencia en la respuesta a terceras partes. De los indicadores
puntuales se concluye que la solicitud de solución y los comentarios con allegados son
bastante frecuentes.
This research had as general objective to analyze the compaint behaviour of the modern retail clientes in Piura city in the year 2021. It was a descriptiva and cross section and non experimental design. The tchnics for this study was a survey and in order to start it a questionnaire was developed and applied to 384 persons, who are usual clients of the modern retail in Piura, specially supermarkets and department stores. The research used the studies of Moliner (2004) as basic theory and with it was elaborated the instrument which collected data related to thr three levels of complaint behaviour. The resuls indicate that in the target population there is a median frequence in the complaint response and in the private response, while there is a low reponse in the third parties response. Respecto to punctual indicators, it was concluded that the solution request and the comments with friends and relatives are very frequent
This research had as general objective to analyze the compaint behaviour of the modern retail clientes in Piura city in the year 2021. It was a descriptiva and cross section and non experimental design. The tchnics for this study was a survey and in order to start it a questionnaire was developed and applied to 384 persons, who are usual clients of the modern retail in Piura, specially supermarkets and department stores. The research used the studies of Moliner (2004) as basic theory and with it was elaborated the instrument which collected data related to thr three levels of complaint behaviour. The resuls indicate that in the target population there is a median frequence in the complaint response and in the private response, while there is a low reponse in the third parties response. Respecto to punctual indicators, it was concluded that the solution request and the comments with friends and relatives are very frequent
Link to repository: https://hdl.handle.net/20.500.12759/9926
Discipline: Administración
Grade or title grantor: Universidad Privada Antenor Orrego. Facultad de Ciencias Económicas
Grade or title: Licenciado en Administración
Juror: Vilca Tantapoma, Manuel; Chuecas Wong, Efraín; Zapata Chau, Jorge
Register date: 28-Dec-2022
This item is licensed under a Creative Commons License