Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru

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MetadadosDescriçãoIdioma
Autor(es): dc.contributorUniversidad Tecnológica Del Perú-
Autor(es): dc.contributorUniversidade Estadual Paulista (UNESP)-
Autor(es): dc.contributorUniversidad Nacional De Trujillo-
Autor(es): dc.creatorDel Castillo, Miguel Daniel Ramirez-
Autor(es): dc.creatorChavez-Romero, Zaida Brenida-
Autor(es): dc.creatorAlvarado-Silva, Carlos Alexis-
Autor(es): dc.creatorDe Oliveira, Geraldo Cesar Rosario-
Autor(es): dc.creatorGaytan-Reyna, Sassy Emperatriz-
Data de aceite: dc.date.accessioned2025-08-21T16:22:30Z-
Data de disponibilização: dc.date.available2025-08-21T16:22:30Z-
Data de envio: dc.date.issued2025-04-29-
Data de envio: dc.date.issued2023-09-01-
Fonte completa do material: dc.identifierhttp://dx.doi.org/10.36941/ajis-2023-0138-
Fonte completa do material: dc.identifierhttps://hdl.handle.net/11449/308984-
Fonte: dc.identifier.urihttp://educapes.capes.gov.br/handle/11449/308984-
Descrição: dc.descriptionThe aim of this research is to identify the factors impacting customer satisfaction, focusing on customer perceptions within one of the country's most prominent delivery companies, specifically centered in the city of Chiclayo, Peru. The study utilizes the SERVPERF model, which gauges customer perceptions across five dimensions: reliability, responsiveness, security, empathy, and tangibility. Interviews were conducted with the manager and several delivery drivers in the city to comprehend operational processes. To gather unbiased customer opinions, a survey was administered to 196 customers. The results indicate that customers assess the company's service quality as average. Despite the elevated demand, customers display a relatively low level of contentment with the service provided. Furthermore, the research explores the extent of customer satisfaction. Through Pearson's correlation analysis, it was ascertained that the dimensions exerting influence on satisfaction encompass reliability, security, and empathy. The study also establishes that the degree of satisfaction averages out and is intrinsically tied to the quality of service.-
Descrição: dc.descriptionIndustrial Engineering Department Universidad Tecnológica Del Perú-
Descrição: dc.descriptionMechanical Engineering Department Universidade Estadual Paulista (UNESP)-
Descrição: dc.descriptionPostgraduate Department Universidad Nacional De Trujillo-
Descrição: dc.descriptionMechanical Engineering Department Universidade Estadual Paulista (UNESP)-
Formato: dc.format201-211-
Idioma: dc.languageen-
Relação: dc.relationAcademic Journal of Interdisciplinary Studies-
???dc.source???: dc.sourceScopus-
Palavras-chave: dc.subjectcustomer satisfaction-
Palavras-chave: dc.subjectdelivery service-
Palavras-chave: dc.subjectservice quality-
Palavras-chave: dc.subjectSERVPERF-
Título: dc.titleCustomer Satisfaction Based on User Perceptions in a Delivery Company in Peru-
Tipo de arquivo: dc.typelivro digital-
Aparece nas coleções:Repositório Institucional - Unesp

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