Evaluación de la calidad de servicio del comercio electrónico en Chile

Palabras clave: E-tail, E-S-QUAL, calidad de servicio on line, valor percibido

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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Citas

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Publicado
2023-09-29
Cómo citar
Leyton-Johns , L. (2023). Evaluación de la calidad de servicio del comercio electrónico en Chile. Ciencia Latina Revista Científica Multidisciplinar, 7(5), 363-387. https://doi.org/10.37811/cl_rcm.v7i5.7711
Sección
Artículos