Efecto de los aspectos demográficos en la valoración de la calidad del servicio. Una revisión
Effect of the demographic aspects in the valuation of the quality of the service. A review
Barra lateral del artículo
PDF
FLIP
HTML
Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial 4.0.
Contenido principal del artículo
Resumen
Comprender los elementos que determinan la satisfacción de usuarios o de clientes de un servicio permite a las organizaciones –tanto públicas como privadas- diseñar e implementar estrategias dirigidas a mejorar los niveles de lealtad y de recompra, entre otras intenciones futuras. Este artículo tiene como propósito evidenciar el efecto que tienen las variables demográficas, como elementos o constructos determinantes de la calidad de un servicio. Para lograr este cometido, se han tenido en cuenta artículos de investigación publicados en revistas indexadas en Scopus, Science Direct y Ebsco Host, durante el periodo 2006-2016, referentes a casos empíricos, donde se analizaron las relaciones de las variables demográficas sobre constructos, que caracterizan la calidad del servicio. La revisión permitió evidenciar la existencia de efectos, positivos o negativos, de los aspectos demográficos de los clientes o consumidores, sobre las expectativas, las percepciones, la satisfacción y las intenciones futuras, siendo el género, la edad, los ingresos y el nivel de estudios, las variables con mayores incidencias.
Palabras clave:
Descargas
Detalles del artículo
Referencias (VER)
AFZAL, N.; PAKISTAN, S. 2013. Impact of customer satisfaction and demographic factors on customer' S loyalty in banking sector of Pakistan. Middle-East J. Scientific Res (Pakistan). 18(5):721-727.
AKBAR, S. 2013. Determinants of service quality and customer loyalty through the moderating effect of socio demographic characteristics. International J. Hospitality & Tourism Systems (India). 6(2):81-91.
ANAND, S.V.; SELVARAJ, M. 2012. Impact of demographic variables on customer satisfaction in banking sector - an empirical study. International J. Scientific Res. Publications (Francia). 2(5):1-7.
ANIC, I.D.; RADAS, S. 2006. The role of satisfaction and demographic factors in building store loyalty. Ekonomska Politika (Croacia). 1(108):67-86.
BEAUDRY, J.S.; MILLER, L. 2016. Research literacy: a primer for understanding and using research. Guilford Publications (EEUU). 380p.
BELANCHE, D.; CASALÓ, L.V.; ORÚS, C. 2016. City attachment and use of urban services: benefits for smart cities. Cities (EEUU). 50:75-81.
BHATTACHARYA, S.; DASH, M.K. 2013. Measurement of customer satisfaction on demographic variables of banking sector in national capital region an empirical analysis. Prestige International J. Management & It- Sanchayan (India). 2(2):78-107.
BOLTON, N.; JAMES, H.D. 1991. A longitudinal analysis of the impact of service changes on customer attitudes. J. Marketing (EEUU). 55(1):1-9.
BRADBURN, N.; SUDMAN, S.; WANSINK, B. 2004. Asking questions: the definitive guide to questionnaire design - for market research, political polls, and social and health questionnaires. John Wiley & Sons (EEUU). 448p.
CALABRESE, A.; COSTA, R.; ROSATI, F. 2016. Gender differences in customer expectations and perceptions of corporate social responsibility. J. Cleaner Production. (Países Bajos). 116(1):135-149.
CRONIN, J.J.; TAYLOR, S.A. 1992. Measuring service qualit: a reexamination and extension. J. Marketing (EEUU). 56(3):55-68.
DAVID, M.; SUTTON, C.D. 2011. Social research: an introduction. Sage Publications. (Inglaterra). 680p.
FINNEY, S.; DISTEFANO, C. 2006. Non-normal and categorical data in structural equation modeling. En: Hancock, G.R.; Mueller, R.O. (eds.). Structural Equation Modeling: a second course in structural equation modeling. Information Age (EEUU). p.269-312.
GANESAN-LIM, C.; RUSSELL-BENNETT, R.; DAGGER, T. 2008. The impact of service contact type and demographic characteristics on service quality perceptions. J. Services Marketing (Inglaterra). 22(7):550-561.
HAGAN, E. 2015. Service quality perceptions and socio- demographic characteristics of hotel guests in the western region of Ghana. J. Tourism Hospitality and Sport (Inglaterra). 10(1):16-30.
HAIR Jr, J.F.; BLACK, W.C.; BABIN, B.J.; ANDERSON, R.E. 2014. Multivariate data analysis. Pearson Education Limited (Inglaterra). 899p.
HARDY, M.A. 1993. Regression with dummy variables. Sage Publications (Inglaterra). 91p.
IRSHAD, R.; HASHMI, M.; HASSAN, A.; ZAHID, T.; HASSAN, S. 2013. Demographic variables impact on service climate and overall customer perception about service quality: evidence from healthcare industry. World Applied Sciences J. (Pakistan). 26(6):737-743.
JAIN, P. 2013. Service assurance perception and customer demography: empirical study of state bank of India. Global J. Management and Business Studies (India). 3(7):689-694.
JUWAHEER, T.D. 2011. Gender bias in hotel guests' perceptions of service quality: an empirical investigation of hotels in Mauritius. E-Review of Tourism Res. (EEUU). 9(5):164-189.
KHOSROW-POUR, M. 2012. Cases on assessment and evaluation in education. IGI Global (EEUU). 669p.
LADHARI, R.; LECLERC, A. 2013. Building loyalty with online financial services customers: is there a gender difference? J. Retailing Consumer Services (Inglaterra). 20(6):560-569.
LAVRAKAS, P.J. 2008. Encyclopedia of survey research methods. Sage Publications (Inglaterra). 1000p.
LEE, J.H.; KIM, H.D.; KO, Y.J.; SAGAS, M. 2011. The influence of service quality on satisfaction and intention: a gender segmentation strategy. Sport Management Review (Australia). 14(1):54-63.
MARKOVIC, S.; JANKOVIC, S.R. 2013. Exploring the relationship between service quality and customer satisfaction in croatian hotel industry. Tourism Hospitality Management (Croacia). 19(2):149-164.
MARUVADA, D.P.; BELLAMKONDA, R.S. 2013. Effects of demographic variables on railway passenger service quality: finding from Indian railway passenger service through rail qual. Int. J. Advances in Management and Economics (India). 2(5):159-163.
MELNYK, B.M.; MORRISON-BEEDY, D. 2012. Intervention research: designing, conducting, analyzing, and funding. Springer Publishing Company (EEUU). 496p.
MEYERS-LEVY, J.; LOKEN, B. 2015. Revisiting gender differences: what we know and what lies ahead. Journal of Consumer Psychology (EEUU). 25(1):129-149.
MIN, S.; KHOON, C.C. 2014. Demographic factors in the evaluation of service quality in higher education: A Structural Equation Model (Sem) Approach. Int. J. Marketing Studies (Canadá). 6(1):994-1010.
MITCHELL, M.L.; JOLLEY, J.M. 2010. Research design explained. Wadsworth Cengage Learning (EEUU). 645p.
MITCHELL, M.L.; JOLLEY, J.M. 2012. Research design explained. Wadsworth Cengage Learning (EEUU). 723p.
MOKHLIS, S. 2012. The influence of service quality on satisfaction: a gender comparison. Public Administration Research (Canadá). 1(1):103-112.
MONETTE, D.R.; SULLIVAN, T.J.; DEJONG, C.R. 2014. Applied social research: a tool for the human services. Brooks/Cole Cengage Learning (EEUU). 552p.
MORTON, C.; CAULFIELD, B.; ANABLE, J. 2016. Customer perceptions of quality of service in public transport: evidence for bus transit in Scotland. Case Studies on Transport Policy (Países Bajos). 4(3):199-207.
MUTLAQ, N.; OTAIBI, A. 2014. Psychographic factors influence Saudi consumer's service quality in hypermarket. Int. J. Learning & Development (EEUU). 4(4):97-113.
NETTLETON, D. 2003. Análisis de datos comerciales. Ediciones Díaz De Santos (España). 195p.
PALLI, J.G.; MAMILLA, R. 2012. Students' opinions of service quality in the field of higher education. Creative Education (EEUU). 3(4):430-438.
PARASURAMAN, A.; ZEITHAML, V.A.; BERRY, L.L. 1988. Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing (Inglaterra). 64(1):12-40.
PATTERSON, P.G. 2007. Demographic correlates of loyalty in a service context. J. Services Marketing (Inglaterra). 21(2):112-121.
RAMEZ, W.S. 2011. Customers' socio-economic characteristics and the perception of service quality of Bahraini commercial banks. International J. Business and Management (Canadá). 6(10):113-126.
RANDOLPH, K.A.; MYERS, L.L. 2013. Basic statistics in multivariate analysis. Oxford University Press (Inglaterra). 224p.
RUBIN, A. 2013. Statistics for evidence-based practice and evaluation. Brooks/Cole Cengage Learning (EEUU).350p.
SAAD, R.; ISHAK, H.; JOHARI, N.R. 2013. The impact of demographic factors toward customer loyalty: a study on credit card users. Marketing Management (India). 55(1):13078-13084.
SALVADOR, C. 2007. Diferencias de género en la percepción de la calidad del servicio. Un estudio exploratorio. Boletín de Psicología (España). 89(1):29-45.
SASIKALA, D. 2013. The impact of service quality on customer satisfaction and loyalty in Indian banking sector: an empirical study through Servperf. Asia Pacific J. Marketing & Management Review (India). 2(6):151-163.
SINGH, A. 2013. Demographic variables as antecedents of service quality and purchasing intention aspects in retailing. Global J. Management and Business Res. Accounting and Auditing (EEUU). 13(3):61-67.
STEENKAMP, J.B.E.M.; VAN TRIJP, H.C.M. 1991. The use of Lisrel in validating marketing constructs. Int. J. Res. Marketing (Países Bajos). 8(4):283-299.
TOLPA, E. 2012. Measuring customer expectations of service quality: case airline industry. Aalto University School of Economics (Finlandia). 95p.
VERGARA-SCHMALBACH, J.C.; QUESADA, V.M. 2011. Análisis de la calidad en el servicio y satisfacción de los estudiantes de ciencias económicas de la universidad de Cartagena mediante un modelo de ecuaciones estructurales. Redie (México). 13(1):108-122.
VERGARA-SCHMALBACH, J.C.; QUESADA, V.M.; BLANCO, I. 2011. Análisis de la calidad en el servicio y satisfacción de los usuarios en dos hoteles cinco estrellas de la ciudad de Cartagena (Colombia) mediante un modelo de ecuaciones estructurales. Ingeniare-Rev. Chilena Ingeniería (Chile). 19(3):420-428.
VERGARA-SCHMALBACH, J.C.; QUESADA, V.M.; BLANCO, I. 2012. Factores clave para la valoración de la calidad del servicio y satisfacción del cliente: modelos causales, desarrollo y evolución. Rev. Virtual Universidad Católica Del Norte (Chile). 35(1):380-400.
WEDEL, M.; DESARBO, W.S. 2002. Market segment derivation and profiling via a finite mixture model framework. Marketing Letters (Países Bajos). 13(1):17- 25.
YOSHIDA, K. 2011. Gender perceptions in southeast asian countries: findings from Jica-Ri value surveys. Japan Int. Cooperation Agency (Japan). 13p.
ZALATAR, W.F. 2012. Quantifying customers' gender effects on service quality perceptions of Philippine commercial banks. Procedia - Social Behavioral Sciences (Inglaterra). 57(9):268-274.
ZENG, C.; NIU, D.; Li, H.; ZHOU, T.; ZHAO, Y. 2016. Public perceptions and economic values of source- separated collection of rural solid waste: a pilot study in China. Resources, Conservation And Recycling (Países Bajos). 107(1):166-173.
Citado por
