Citas bibligráficas
Carreon, M., Holguín, D., Leva, L. (2019). Calidad percibida en el servicio al cliente en el sector de supermercados en la ciudad del Cusco [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/14056
Carreon, M., Holguín, D., Leva, L. Calidad percibida en el servicio al cliente en el sector de supermercados en la ciudad del Cusco []. PE: Pontificia Universidad Católica del Perú; 2019. http://hdl.handle.net/20.500.12404/14056
@mastersthesis{sunedu/2656898,
title = "Calidad percibida en el servicio al cliente en el sector de supermercados en la ciudad del Cusco",
author = "Leva Orccohuarancca, Liz Yajeyda",
publisher = "Pontificia Universidad Católica del Perú",
year = "2019"
}
Today Globalization is making industries increasingly competitive and many people called to be citizens of the world are benefited with high differentiable values by companies mostly services. Thus, companies strive to weigh the maximization of intangible benefits that a customer can obtain. In fact, quality models are of vital importance for any company, especially if we are talking about retailers, such as supermarkets. The CALSUPER model is a tool for measuring quality of service for retail companies, especially supermarkets; this model is an adaptation of the SERVQUAL model that aims to measure two criteria, the perceptions and expectations of a client when experiencing the use of a service; The CALSUPER model is based solely on the client's perceptions and mostly uses the dimensions of SERVQUAL, minimizing the items in 18 questions. For the application of the study a quantitative methodology was developed and 385 valid surveys were considered to the four main supermarkets of the city of Cusco, later for the analysis of results and validation of the hypothesis, the Logistic Regression method was used. In the last chapter of the present investigation it is affirmed that there is a positive influence of the dimensions of the CALSUPER model in the quality of the service, which implies that the model allows to understand the quality of service in this sector, besides being able to transform the obtained data in strategic business decisions that the top management of each supermarket can execute.
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