Bibliographic citations
Medina, D., Zavala, D. (2021). La calidad del servicio de los grocery stores y su relación con la e-satisfaction y e-trust en e-loyalty [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655616
Medina, D., Zavala, D. La calidad del servicio de los grocery stores y su relación con la e-satisfaction y e-trust en e-loyalty [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/655616
@misc{renati/394816,
title = "La calidad del servicio de los grocery stores y su relación con la e-satisfaction y e-trust en e-loyalty",
author = "Zavala Zumaeta, Daniel Alejandro",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
In the competitive context in which we find ourselves, we can see how something that has been growing for the last 10 years is becoming more and more important: The e-commerce. The positive perception of consumers about the performance of online shopping sites is a key point and has not only become a strategy, but also a differential factor to attract customers. In this sense, exploring the quality of service perceived by consumers in different categories and segments has become one of the main concerns for marketing experts. The objective of this study is to investigate the correlation of the E-S-Qual model and its relationship with the variables: e-satisfaction, e-trust and e-loyalty in the e-grocery store category. The target audience of this research are people who have experience in shopping in the mentioned category and a frequency of not less than twice a month. The data will be obtained from a sample of 400 participants, who will be chosen by the convenience sampling technique. They will be given structured questionnaires with three sections: filter questions, demographic questions and questions related to the variables under study. Likewise, the results will be analyzed by means of a structural equation model, implementing the Partial Least Squares (PLS) technique and the Smart-PLS software.
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