Customer Satisfaction Based on User Perceptions in a Delivery Company in Peru
Miguel Daniel Ramirez Del Castillo,
Zaida Brenida Chavez-Romero,
Carlos Alexis Alvarado-Silva
et al.
Abstract:The 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… Show more
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