Calidad en el servicio como herramienta de planificación en las empresas del sector terciario

Tourism is a source of income par excellence that provides growth opportunities to geographic areas with high tourism potential. The purpose of this article was to determine the relationship between the quality of service in tourist lodging companies, restaurants and means of transportation with customer satisfaction in the district of Canchaque, Piura-Peru. Due to the nature of the variables, it is a subjective, nonexperimental, cross-sectional study at a correlational level and, due to the way of processing the information, it is quantitative. The instrument used has an indicative of consistency and coherence Cronbach's alpha of 0.920 for the part of the questionnaire corresponding to lodgings; 0.902 in restaurants and 0.914 for means of transport. To determine the quality of the service, the dimensions of the ServQual model were used and to determine the level of satisfaction the one-dimensional approach was used. The results show that the quality of lodging services is significantly related (Sig. <0.05) with the satisfaction of tourists. It is concluded that the services provided by tourist lodgings are of quality, while the restaurants present favorable and unfavorable aspects, and the means of transport provide a deficient service.

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Is There an Impact of Digital Transformation on Consumer Behaviour? An Empirical Study in the Financial Sector

Uribe-Linares

Rios-Lama

Vargas-Merino

2023

Economies

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Digital transformation has become a notorious topic in the financial sector, as its implementation brings about a positive change in the user experience. Its relevance is seen in how scientists study it from different points of view, while it attracts the interest of financial institutions, as the understanding resulting from the research can improve the implementation of plans in the new digital era. Therefore, the objective of this study is to determine the impact of digital transformation on consumer behaviour in the financial sector. A quantitative explanatory level approach was used. The study population was finite, consisting of bank customers, considering a simple random probability sample of 385. The technique used was the survey and a questionnaire as a validated and reliable instrument. Digital transformation has been shown to have a significant impact on consumer behaviour in the financial sector, tested by Chi-square and ordinal logistic regression (χ2 = 0.000 < 0.05; Wald coefficient = 29.162 = 0.000; Nagelkerke’s R2 = 0.381), confirming that consumer behaviour is driven by digitisation activities. This work highlights the importance of managing digital transformation as a mediator of business success and, within action plans, taking steps to improve customer service as a precursor to customer loyalty.

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Calidad en el servicio como herramienta de planificación en las empresas del sector terciario

Cited by 3 publications

References 0 publications

Implementation of a Quality Management System According to ISO 9001:2015: The Case of a Textile Company

Implementation of a Quality Management System According to ISO 9001:2015: The Case of a Textile Company

Calidad del servicio y su relación con la satisfacción del cliente: Empresas turísticas de Canchaque-Perú

Is There an Impact of Digital Transformation on Consumer Behaviour? An Empirical Study in the Financial Sector

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