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- W2288412634 abstract "The study takes a look at the service quality topic in the concrete sales business in Mexico and its relation to the performance based on the clients perspective. The objective is to identify the quality service factors which have the highest impact on satisfaction and loyalty measures. Data from a probability sample of n = 815 clients were analyzed. This was obtained through telephone interviews. This service quality measurement instrument is formed by twenty two items. These items where statistically grouped in six factors. To measure satisfaction and loyalty, several measures where used. Subsequently the relation between satisfaction and loyalty was also analyzed. Two factors were found as the most important towards achieving satisfaction and loyalty: on time delivery and attention of the seller/adviser throughout the process. Other important factors were phone operators' attention, proper invoice service, advising quality, and readiness in phone response. Nevertheless an acceptable degree of explanation to a repurchase index was not found." @default.
- W2288412634 created "2016-06-24" @default.
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- W2288412634 date "2013-01-01" @default.
- W2288412634 modified "2023-09-27" @default.
- W2288412634 title "Factores relevantes de calidad en el servicio en el sector de concreto en el mercado de clientes pequeños y de hogar Service quality relevant factors in the concrete business sector at the home and small users market" @default.
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