Citas bibligráficas
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"
}
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
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