Calidad de servicio electrónico en la lealtad electrónica del cliente en empresas de venta de productos informáticos - Chiclayo 2022

Authors

  • Luiggi Leandro Contreras Romero
  • Dany Jamnier German Barreto Perez
  • Jhony Huaman Tomanguilla
  • Guicella Guzmán Velasco
  • Edilbrando Vega Calderón
  • Daniel Samillan Rodriguez
  • Jhesibel Ramos Vilcarromero
  • Luis Alfredo Abanto Merino

DOI:

https://doi.org/10.46932/sfjdv5n1-027

Keywords:

calidad de servicio, lealtad, productos informáticos

Abstract

En la actualidad el generar lealtad en los clientes requiere de los esfuerzos por brindar servicios de calidad según la percepción de los clientes, por este motivo el propósito de esta investigación fue identificar el vínculo que tiene la calidad de servicio y la lealtad de los clientes que adquieren productos informáticos. Para ello se tuvo como objetivo determinar la influencia de la de la calidad de servicio electrónico en la lealtad electrónica del cliente en empresas de venta de productos informáticos de Chiclayo. La metodología empleada tiene un enfoque cuantitativo, de nivel explicativo y de diseño no experimental. Se consideró 384 clientes como muestra de estudio. Se hizo uso de un instrumento adaptado de Blut et al. (2015) y Haq y Awan (2020). La calidad de servicio mostró influir en la generación de lealtad, siendo los más relevantes el cumplimiento y el servicio al cliente.

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Published

2024-01-22

How to Cite

Romero, L. L. C., Perez, D. J. G. B., Tomanguilla, J. H., Velasco, G. G., Calderón, E. V., Rodriguez, D. S., Vilcarromero, J. R., & Merino, L. A. A. (2024). Calidad de servicio electrónico en la lealtad electrónica del cliente en empresas de venta de productos informáticos - Chiclayo 2022. South Florida Journal of Development, 5(1), 365–383. https://doi.org/10.46932/sfjdv5n1-027

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