Calidad del servicio en tiendas de comercio al detal. Un estudio empírico en Colombia

Translated title of the contribution: Quality of service in retail shops. An empirical study in Colombia

Ricardo Prada, Julio C. Acosta-Prado

Research output: Contribution to journalArticle in a journalpeer-review


Retail is one of the most vigorous and most important business activities in commerce in Colombia and the world. Large corporations and establishments of high recognition belong to this sector. Qualities of service and customer satisfaction are two key concepts for maintaining sustainable competitive advantage. This study tries to empirically analyze the service quality of a chain of stores in Colombia, specifically in an important retail trade mark in Bogotá, using the quality instrument of the retail service. The obtained results show that the five dimensions suggest in the instrument like physical aspects, reliability, personal interaction, problem solving, and policy, are adequate for the measurement of the quality of the retail trade service in supermarkets and stores. Also, the quality of the retail service is associated with future consumption behavior in terms of customers' intention to visit, buy and recommend stores to others.
Translated title of the contributionQuality of service in retail shops. An empirical study in Colombia
Original languageSpanish
Issue number34
StatePublished - 1 Jul 2017


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