Service quality in the purchase decision in Peruvian shopping malls

Authors

DOI:

https://doi.org/10.15381/quipu.v31i65.24665

Keywords:

demand, customer satisfaction, perceived quality, expected quality

Abstract

Objective: To describe the quality of service in the purchase decision of customers who go shopping to malls in Peru. Method: The type of research was descriptive and relational with a longitudinal non-experimental design. The population sample was made up of people who went to 47 shopping malls located in the capitals of the departments of Peru, where the sample size was determined by convenience, selecting 10 commercial establishments and choosing 206 customers. The applied technique was the survey and the instrument was the questionnaire. Results: For 60% of Peruvians, the quality of services offered by commercial establishments is of average level. Conclusion: Customers who visit shopping malls say that the quality of service influences their purchase decision, which is based on to the speed of attention, fulfillment of offers, staff agility and friendliness; an element that contributes on the brands’ willingness to improve their customer service.

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Author Biographies

  • Jesús Augusto Badajoz Ramos, Universidad Nacional de San Cristóbal de Huamanga, Ayacucho, Peru

    PhD in Public Management and Governance. Professor at the School of Business Administration of the National University of San Cristobal de Huamanga.
    Researcher in business and education, with publication of scientific articles in indexed journals.
    Specialized in research methodology, financial management and business management.
    Predilection in academic consulting, market research and development of research projects and thesis.

  • Manuel Jesús Jaime Flores, Universidad Nacional de San Cristóbal de Huamanga, Ayacucho, Peru

    Senior Professor at the Universidad Nacional de San Cristóbal de Huamanga.

  • Deysi Brillet Martínez Quispe, Universidad Nacional de San Cristóbal de Huamanga, Ayacucho, Peru

    Bachelor's Degree in Business Administration from Universidad Nacional de San Cristobal de Huamanga.

  • Rosmery Conde Vera, Universidad Nacional de San Cristóbal de Huamanga, Ayacucho, Peru

    Bachelor's Degree in Business Administration from Universidad Nacional de San Cristobal de Huamanga.

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Published

2023-07-31

Issue

Vol. 31 No. 65 (2023)

Section

Original papers

License

Copyright (c) 2023 Jesús Augusto Badajoz Ramos, Manuel Jesús Jaime Flores, Deysi Brillet Martínez Quispe, Rosmery Conde Vera

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

AUTHORS RETAIN THEIR RIGHTS:

a. Authors retain their trade mark rights and patent, and also on any process or procedure described in the article.

b. Authors retain their right to share, copy, distribute, perform and publicly communicate their article (eg, to place their article in an institutional repository or publish it in a book), with an acknowledgment of its initial publication in Quipukamayoc .

c. Authors retain theirs right to make a subsequent publication of their work, to use the article or any part thereof (eg a compilation of his papers, lecture notes, thesis, or a book), always indicating the source of publication (the originator of the work, journal, volume, number and date).

How to Cite

Badajoz Ramos, J. A., Jaime Flores, M. J., Martínez Quispe, D. B., & Conde Vera, R. (2023). Service quality in the purchase decision in Peruvian shopping malls. Quipukamayoc, 31(65), 61-71. https://doi.org/10.15381/quipu.v31i65.24665