Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro

This report is about entrepreneurs’ perceptions of the quality of the service provided by the company Punto de Retiro (PDR). This research work has a mixed approach, and it is based on a sequential explanatory design (DEXPLIS) in order to obtain a broader and deep...

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Autores principales: Corbalan Parada, Victoria Agostina, Koch, Emiliano, Cuozzo, Mauricio
Formato: Artículo revista
Lenguaje:Español
Publicado: Ediciones UNL 2022
Materias:
service quality
SERVPERF model
perceptions
calidad del servicio
modelo SERVPERF
percepciones
Acceso en línea:https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548
Aporte de:
Biblioteca Virtual - Publicaciones (UNL) de Universidad Nacional del Litoral
id I26-R133-article-11548
record_format ojs
spelling I26-R133-article-115482022-07-25T19:47:00Z Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro Percepciones de los emprendedores sobre la calidad del servicio de Punto De Retiro (PDR) Corbalan Parada, Victoria Agostina Koch, Emiliano Cuozzo, Mauricio service quality SERVPERF model perceptions calidad del servicio modelo SERVPERF percepciones This report is about entrepreneurs’ perceptions of the quality of the service provided by the company Punto de Retiro (PDR). This research work has a mixed approach, and it is based on a sequential explanatory design (DEXPLIS) in order to obtain a broader and deeper perspective of the phenomenon. The SERVPERF tool, which measures the quality of the service through customers’ perceptions according to five dimensions, is used. The data collection instrument used for the quantitative approach was a survey in which both entrepreneurs who hire the PDR service and the owners of this company participated.The qualitative approach is also considered with the purpose of examining how entrepreneurs and owners perceive and experience the phenomenon examined. These data are collected through interviews and focus groups so as to improve the analysis and explanation of the initial quantitative findings and the relationships among them. The aim of the expected results is to compare the perspectives of the entrepreneurs and PDR’s owners in order to understand which aspects should be improved to provide a higher–quality service. Este informe trata sobre la percepción de los emprendedores respecto de la calidad del servicio de la empresa «Punto de retiro (PDR)». El presente trabajo tiene un enfoque mixto, bajo un diseño explicativo secuencial (DEXPLIS) con el fin de obtener una perspectiva más amplia y profunda del fenómeno. Se utiliza la herramienta SERVPERF que mide la calidad del servicio, mediante las percepciones de los clientes, en base a cincodimensiones. Como instrumento de recolección de datos empleado para el enfoque cuantitativo se recurrió a la aplicación de una encuesta dirigida a los emprendedores que contratan el servicio de PDR y a los dueños de la empresa. También se toma el enfoque cualitativo con el propósito de examinar la forma en que los emprendedores y los dueños perciben y experimentan el fenómeno bajo estudio, se recolectanestos datos mediante entrevista y focus group, para así poder auxiliar la interpretación y explicación de los descubrimientos cuantitativos iniciales y la relación que existe entre ellos.Los resultados esperados pretenden comparar las perspectivas de los emprendedores y los dueños con el fin de entender los aspectos a mejorar en la calidad del servicio de PDR. Ediciones UNL 2022-05-26 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548 10.14409/rce.2021.18.e0002 Ciencias Económicas; Vol. 2 Núm. 18 (2021): Ciencias Económicas; e0002 Ciencias Económicas; Vol. 2 No. 18 (2021): Ciencias Económicas; e0002 2362-552X 1666-8359 10.14409/rce.v2i0 spa https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548/15681 https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548/15682 Derechos de autor 2022 Victoria Agostina Corbalan Parada, Emiliano Koch, Mauricio Cuozzo
institution Universidad Nacional del Litoral
institution_str I-26
repository_str R-133
container_title_str Biblioteca Virtual - Publicaciones (UNL)
language Español
format Artículo revista
topic service quality
SERVPERF model
perceptions
calidad del servicio
modelo SERVPERF
percepciones
spellingShingle service quality
SERVPERF model
perceptions
calidad del servicio
modelo SERVPERF
percepciones
Corbalan Parada, Victoria Agostina
Koch, Emiliano
Cuozzo, Mauricio
Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
topic_facet service quality
SERVPERF model
perceptions
calidad del servicio
modelo SERVPERF
percepciones
author Corbalan Parada, Victoria Agostina
Koch, Emiliano
Cuozzo, Mauricio
author_facet Corbalan Parada, Victoria Agostina
Koch, Emiliano
Cuozzo, Mauricio
author_sort Corbalan Parada, Victoria Agostina
title Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
title_short Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
title_full Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
title_fullStr Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
title_full_unstemmed Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
title_sort entrepreneurs' perceptions of the quality of the service provided by punto de retiro
description This report is about entrepreneurs’ perceptions of the quality of the service provided by the company Punto de Retiro (PDR). This research work has a mixed approach, and it is based on a sequential explanatory design (DEXPLIS) in order to obtain a broader and deeper perspective of the phenomenon. The SERVPERF tool, which measures the quality of the service through customers’ perceptions according to five dimensions, is used. The data collection instrument used for the quantitative approach was a survey in which both entrepreneurs who hire the PDR service and the owners of this company participated.The qualitative approach is also considered with the purpose of examining how entrepreneurs and owners perceive and experience the phenomenon examined. These data are collected through interviews and focus groups so as to improve the analysis and explanation of the initial quantitative findings and the relationships among them. The aim of the expected results is to compare the perspectives of the entrepreneurs and PDR’s owners in order to understand which aspects should be improved to provide a higher–quality service.
publisher Ediciones UNL
publishDate 2022
url https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548
work_keys_str_mv AT corbalanparadavictoriaagostina entrepreneursperceptionsofthequalityoftheserviceprovidedbypuntoderetiro
AT kochemiliano entrepreneursperceptionsofthequalityoftheserviceprovidedbypuntoderetiro
AT cuozzomauricio entrepreneursperceptionsofthequalityoftheserviceprovidedbypuntoderetiro
AT corbalanparadavictoriaagostina percepcionesdelosemprendedoressobrelacalidaddelserviciodepuntoderetiropdr
AT kochemiliano percepcionesdelosemprendedoressobrelacalidaddelserviciodepuntoderetiropdr
AT cuozzomauricio percepcionesdelosemprendedoressobrelacalidaddelserviciodepuntoderetiropdr
first_indexed 2022-08-19T12:06:20Z
last_indexed 2022-08-19T12:06:20Z
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