Evaluación de la calidad de servicio del comercio electrónico en Chile
Resumen
El presente artículo muestra los resultados de la aplicación de 612 encuestas on line en todas las regiones de Chile, entre el 11 de marzo y el 15 de abril del año 2019, basadas en las escalas E-S-QUAL y E-Rec-QUAL desarrolladas por Zeithaml, Parasuraman y Malhotra. El estudio tiene el objetivo de recopilar y comparar los resultados obtenidos a partir de las respuestas de los consumidores que realizaron compras en las empresas Amazon y/o Falabella. El estudio permite visualizar diferencias entre la percepción de ambas empresas y determinar oportunidades de mejora y crecimiento para los e-tailers latinoamericanos. Con ello, el artículo busca contribuir en la literatura sobre calidad de servicio en intercambios comerciales en línea.
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Derechos de autor 2023 Luis Leyton-Johns
Esta obra está bajo licencia internacional Creative Commons Reconocimiento 4.0.
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