Modelo SERVQUAL para evaluar la calidad del servicio en comercios minoristas de Santo Domingo, Ecuador
Palabras clave:
Calidad del servicio, marketing de servicios, gestión de la calidad, calidad, gestión estratégica
Resumen
Esta investigación analiza la calidad de los servicios ofrecidos por comerciantes minoristas en la “Peatonal 3 de Julio”, una de las bahías comerciales más relevantes de Ecuador. Justificado por la importancia del comercio minorista en la economía local y su capacidad para satisfacer necesidades cotidianas, el estudio se enfoca en evaluar diversos aspectos tangibles e intangibles de la calidad de servicio. El objetivo consiste en determinar los efectos de la tangibilidad y la seguridad en la calidad percibida del servicio y, a su vez, en la satisfacción del cliente. Se empleó el modelo SERVQUAL y una metodología cuantitativa basada en encuestas a 1.037 clientes, analizando las respuestas mediante un Modelo de Ecuaciones Estructurales. Los principales hallazgos revelan que la tangibilidad y la seguridad tienen efectos directos significativos sobre la calidad del servicio, la cual a su vez influye directamente en la satisfacción del cliente. La tangibilidad y la seguridad presentan efectos indirectos en la satisfacción, mediadas por la calidad del servicio. Se concluye que mejorar los aspectos tangibles y de seguridad en esta bahía comercial contribuiría a una percepción de mayor calidad y satisfacción del cliente, promoviendo así una experiencia de compra integral y una mayor lealtad del cliente.
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Ayvaz-Çavdaroğlu, N., Iyanna, S., y Foster, M. (2024). Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods. International Journal of Hospitality Management, 123, 103931. https://doi.org/10.1016/j.ijhm.2024.103931
Bhattacharya, P., Mukhopadhyay, A., Saha, J., Samanta, B., Mondal, M., Bhattacharya, S., y Paul, S. (2023). Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India. International Journal of Geoheritage and Parks, 11(2), 259-275. https://doi.org/10.1016/j.ijgeop.2023.04.001
Candelo, E., Casalegno, C. G., y Civera, C. (2022). Digital transformation or analogic relationships? A dilemma for small retailer entrepreneurs and its resolution. Journal of Strategy and Management, 15(3), 397-415. https://doi.org/10.1108/JSMA-02-2021-0056
Chowdhury, R. (2023). Impact of perceived convenience, service quality and security on consumers’ behavioural intention towards online food delivery services: The role of attitude as mediator. SN Business & Economics, 3, 29. https://doi.org/10.1007/s43546-023-00422-7
Chuenyindee, T., Ong, A. K. S., Ramos, J. P., Prasetyo, Y. T., Nadlifatin, R., Kurata, Y. B., y Sittiwatethanasiri, T. (2022). Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic. Utilities Policy, 75, 101336. https://doi.org/10.1016/j.jup.2022.101336
De Carvalho, R. C., y De Medeiros, D. D. (2021). Assessing quality of air transport service: A comparative analysis of two evaluation models. Current Issues in Tourism, 24(8), 1123-1138. https://doi.org/10.1080/13683500.2020.1765750
De Oña, J., De Oña, R., Eboli, L., y Mazzulla, G. (2013). Perceived service quality in bus transit service: A structural equation approach. Transport Policy, 29, 219-226. https://doi.org/10.1016/j.tranpol.2013.07.001
Diamantidis, A. D., y Chatzoglou, P. (2019). Factors affecting employee performance: An empirical approach. International Journal of Productivity and Performance Management, 68(1), 171-193. https://doi.org/10.1108/IJPPM-01-2018-0012
Eguez, J., Santistevan, K., Sornoza-Parrales, D., y Parrales, M. L. (2025). Calidad del servicio y satisfacción del paciente: Modelo SERVQUAL en el Centro de Salud Jipijapa, Ecuador. Revista de Ciencias Sociales (Ve), XXXI(4), 447-459. https://doi.org/10.31876/rcs.v31i4.44873
Gan, Y., Gao, X., Zhou, W., Ke, S., Lu, Y., y Zhang, S. (2024). On the benefit of developing customer profile analysis to implement personalized pricing in a supply chain. Modern Supply Chain Research and Applications, 6(2), 86-100. https://doi.org/10.1108/MSCRA-09-2023-0038
Hassan, H. E. (2024). The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth. Future Business Journal, 10, 109. https://doi.org/10.1186/s43093-024-00396-4
Isanovic, S., Zainab, A., Boncyk, M., Choudhury, S., Gupta, I., Kabir, F., Blake, C. E., Frongillo, E. A., Scott, S., Menon, P., Krupnik, T. J., y Veettil, P. C. (2024). Market and retail food environments in South Asia: A comparative analysis of five rural districts. Current Developments in Nutrition, 8, 102843. https://doi.org/10.1016/j.cdnut.2024.102843
Labarca, N. J., Márquez, L. E., y Cuétara, L. M. (2025). Economía verde como aporte a la sostenibilidad de destinos turísticos. Revista de Ciencias Sociales (Ve), XXXI(4), 239-262. https://doi.org/10.31876/rcs.v31i4.44851
Lee, C.-H., Zhao, X., y Lee, Y.-C. (2019). Service quality driven approach for innovative retail service system design and evaluation: A case study. Computers & Industrial Engineering, 135, 275-285. https://doi.org/10.1016/j.cie.2019.06.001
Lin, C. J., Prasetyo, Y. T., y Widyaningrum, R. (2019). Eye movement measures for predicting eye gaze accuracy and symptoms in 2D and 3D displays. Displays, 60, 1-8. https://doi.org/10.1016/j.displa.2019.08.002
Maldonado, J. B., y Villavicencio, M. F. (2022). Green marketing from a retail perspective: The case of hypermarkets in Ecuador. ECA Sinergia, 13(1), 58-68. https://doi.org/10.33936/eca_sinergia.v13i1.3377
Mamun, M. (2024). Building supply chain resilience in small and medium-sized clothing retailers in Australia: An empirical study. Measuring Business Excellence, 28(3-4), 277-292. https://doi.org/10.1108/MBE-04-2023-0064
Mennekes, T., Röding, T., Wagner, G., y Schramm-Klein, H. (2023). Do customers evaluate the competence of SME retailers and retail chains differently in the context of online product presentations? International Journal of Retail & Distribution Management, 51(9/10), 1239-1254. https://doi.org/10.1108/IJRDM-10-2022-0419
Ministerio de Producción, Comercio Exterior, Inversiones y Pesca. (2024). Boletín de cifras del sector productivo. Enero 2024. Ministerio de Producción, Comercio Exterior, Inversiones y Pesca. https://www.produccion.gob.ec/wp-content/uploads/downloads/2024/01/VFBoletinProduccion_Enero2024.pdf
Monter-Pozos, A., y González-Estrada, E. (2024). On testing the skew normal distribution by using Shapiro–Wilk test. Journal of Computational and Applied Mathematics, 440, 115649. https://doi.org/10.1016/j.cam.2023.115649
Moreno-Miranda, C., y Dries, L. (2024). Circular economy intentions in the fruit and vegetable sector of Central Ecuador. Ecological Economics, 219, 108056. https://doi.org/10.1016/j.ecolecon.2023.108056
Nimri, R., Kralj, A., Shishan, F., y Suheimat, N. (2024). To ‘green dine’ or not to ‘green dine’? Assessing the impact of beliefs and altruism. Journal of Retailing and Consumer Services, 77, 103680. https://doi.org/10.1016/j.jretconser.2023.103680
Ong, A. K. S., German, J. D., Dangaran, P. C., Paz, J. J. B., y Macatangay, R. R. G. (2024). Service quality and customer satisfaction analysis among motorcycle taxi transportation in the Philippines through SERVQUAL dimensions and social exchange theory. Case Studies on Transport Policy, 15, 101139. https://doi.org/10.1016/j.cstp.2023.101139
Ong, A. K. S., Prasetyo, Y. T., Lagura, F. C., Ramos, R. N., Sigua, K. M., Villas, J. A., Young, M. N., Diaz, J. F. T., Persada, S. F., y Redi, A. A. N. P. (2021). Factors affecting intention to prepare for mitigation of “the big one” earthquake in the Philippines: Integrating protection motivation theory and extended theory of planned behavior. International Journal of Disaster Risk Reduction, 63, 102467. https://doi.org/10.1016/j.ijdrr.2021.102467
Ong, A. K. S., Prasetyo, Y. T., Salazar, J. M. L. D., Erfe, J. J. C., Abella, A. A., Young, M. N., Chuenyindee, T., Nadlifatin, R., y Redi, A. A. N. P. (2022). Investigating the acceptance of the reopening Bataan nuclear power plant: Integrating protection motivation theory and extended theory of planned behavior. Nuclear Engineering and Technology, 54(3), 1115-1125. https://doi.org/10.1016/j.net.2021.08.032
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
Paredes-Chacín, A. J., Melchor, M., y Mosquera-Mosquera, J. O. (2025). Digitalización como base del desarrollo innovador y sostenibilidad ambiental en micro, pequeñas y medianas empresas en Iberoamérica. Revista de Ciencias Sociales (Ve), XXXI(3), 237-256. https://doi.org/10.31876/rcs.v31i3.44282
Rebualos, R. A., Hidayat, J. J., Redi, A. A. N. P., Rozamuri, A. M., y German, J. D. (2024). Analysis of service quality in engineering design department through SERVQUAL framework. Procedia Computer Science, 234, 1570-1577. https://doi.org/10.1016/j.procs.2024.03.159
Rivera, M. (29 de enero de 2024). Peatonal ‘3 de Julio’. La Hora. https://www.lahora.com.ec/columnistaslocales/Peatonal-3-de-Julio-20240129-0028.html
Rivero, D. M., Suson, R., Arnejo, A., Atibing, N. M., Aro, J. L., Wenceslao, C., Burdeos, A., Yamagishi, K., y Ocampo, L. (2023). Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL. International Journal of Disaster Risk Reduction, 99, 104130. https://doi.org/10.1016/j.ijdrr.2023.104130
Sharma, V., Jangir, K., Gupta, M., y Rupeika-Apoga, R. (2024). Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach. International Journal of Information Management Data Insights, 4(2), 100252. https://doi.org/10.1016/j.jjimei.2024.100252
Silva-Ordoñez, I., Jiménez-Silva, W., Santamaría-Freire, E., y Villalba-Miranda, R. (2019). Calidad en el servicio como herramienta de planificación en las empresas del sector terciario. Revista de Ciencias Sociales (Ve), XXV(1), 83-95. https://produccioncientificaluz.org/index.php/rcs/article/view/27338
Tena-Monferrer, S., Fandos-Roig, J. C., Sánchez-García, J., y Callarisa-Fiol, L. J. (2022). Shopping motivation in consumer loyalty formation process: The case of Spanish retail. International Journal of Retail & Distribution Management, 50(1), 100-116. https://doi.org/10.1108/IJRDM-06-2020-0200
Tiglao, N. C. C., De Veyra, J. M., Tolentino, N. J. Y., y Tacderas, M. A. Y. (2020). The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach. Research in Transportation Economics, 83, 100955. https://doi.org/10.1016/j.retrec.2020.100955
Trude, A. C. B., Bunzl, N. B., Rehman, Z. N., Elbel, B., Lau, S., Talal, L. A., y Weitzman, B. C. (2024). “I don’t want an app to do the work for me”: A qualitative study on the perception of online grocery shopping from small food retailers. Journal of the Academy of Nutrition and Dietetics, 124(7), 804-822. https://doi.org/10.1016/j.jand.2023.12.005
Tumsekcali, E., Ayyildiz, E., y Taskin, A. (2021). Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL model: P-SERVQUAL 4.0. Expert Systems with Applications, 186, 115757. https://doi.org/10.1016/j.eswa.2021.115757
Velastegui-Hernández, R., Melo-Fiallos, D., Mayorga-Ases, M., Hernández-Del-Salto, S., Manobanda-Tenelema, E., y Garcia, M. V. (2024). Perceived quality of service in tourist transportation in the city of Baños de Agua Santa, Ecuador. Sustainability, 16(17), 7245. https://doi.org/10.3390/su16177245
Wang, Y., Zhang, Z., Zhu, M., y Wang, H. (2020). The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China. Sage Open, 10(1), 1-11. https://doi.org/10.1177/2158244019898803
Wider, W., Tan, F. P., Tan, Y. P., Lin, J., Fauzi, M. A., Wong, L. S., Tanucan, J. C. M., y Hossain, S. F. A. (2024). Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects. Social Sciences & Humanities Open, 9, 100805. https://doi.org/10.1016/j.ssaho.2024.100805
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Yang, Q., Wang, Z.-S., Feng, K., y Tang, Q.-Y. (2024). Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory. Journal of Retailing and Consumer Services, 81, 103940. https://doi.org/10.1016/j.jretconser.2024.103940
Zariman, N. F. M., Humaidi, N., y Abd Rashid, M. H. (2023). Mobile commerce applications service quality in enhancing customer loyalty intention: Mediating role of customer satisfaction. Journal of Financial Services Marketing, 28(4), 649-663. https://doi.org/10.1057/s41264-022-00190-9
Ayvaz-Çavdaroğlu, N., Iyanna, S., y Foster, M. (2024). Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods. International Journal of Hospitality Management, 123, 103931. https://doi.org/10.1016/j.ijhm.2024.103931
Bhattacharya, P., Mukhopadhyay, A., Saha, J., Samanta, B., Mondal, M., Bhattacharya, S., y Paul, S. (2023). Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India. International Journal of Geoheritage and Parks, 11(2), 259-275. https://doi.org/10.1016/j.ijgeop.2023.04.001
Candelo, E., Casalegno, C. G., y Civera, C. (2022). Digital transformation or analogic relationships? A dilemma for small retailer entrepreneurs and its resolution. Journal of Strategy and Management, 15(3), 397-415. https://doi.org/10.1108/JSMA-02-2021-0056
Chowdhury, R. (2023). Impact of perceived convenience, service quality and security on consumers’ behavioural intention towards online food delivery services: The role of attitude as mediator. SN Business & Economics, 3, 29. https://doi.org/10.1007/s43546-023-00422-7
Chuenyindee, T., Ong, A. K. S., Ramos, J. P., Prasetyo, Y. T., Nadlifatin, R., Kurata, Y. B., y Sittiwatethanasiri, T. (2022). Public utility vehicle service quality and customer satisfaction in the Philippines during the COVID-19 pandemic. Utilities Policy, 75, 101336. https://doi.org/10.1016/j.jup.2022.101336
De Carvalho, R. C., y De Medeiros, D. D. (2021). Assessing quality of air transport service: A comparative analysis of two evaluation models. Current Issues in Tourism, 24(8), 1123-1138. https://doi.org/10.1080/13683500.2020.1765750
De Oña, J., De Oña, R., Eboli, L., y Mazzulla, G. (2013). Perceived service quality in bus transit service: A structural equation approach. Transport Policy, 29, 219-226. https://doi.org/10.1016/j.tranpol.2013.07.001
Diamantidis, A. D., y Chatzoglou, P. (2019). Factors affecting employee performance: An empirical approach. International Journal of Productivity and Performance Management, 68(1), 171-193. https://doi.org/10.1108/IJPPM-01-2018-0012
Eguez, J., Santistevan, K., Sornoza-Parrales, D., y Parrales, M. L. (2025). Calidad del servicio y satisfacción del paciente: Modelo SERVQUAL en el Centro de Salud Jipijapa, Ecuador. Revista de Ciencias Sociales (Ve), XXXI(4), 447-459. https://doi.org/10.31876/rcs.v31i4.44873
Gan, Y., Gao, X., Zhou, W., Ke, S., Lu, Y., y Zhang, S. (2024). On the benefit of developing customer profile analysis to implement personalized pricing in a supply chain. Modern Supply Chain Research and Applications, 6(2), 86-100. https://doi.org/10.1108/MSCRA-09-2023-0038
Hassan, H. E. (2024). The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth. Future Business Journal, 10, 109. https://doi.org/10.1186/s43093-024-00396-4
Isanovic, S., Zainab, A., Boncyk, M., Choudhury, S., Gupta, I., Kabir, F., Blake, C. E., Frongillo, E. A., Scott, S., Menon, P., Krupnik, T. J., y Veettil, P. C. (2024). Market and retail food environments in South Asia: A comparative analysis of five rural districts. Current Developments in Nutrition, 8, 102843. https://doi.org/10.1016/j.cdnut.2024.102843
Labarca, N. J., Márquez, L. E., y Cuétara, L. M. (2025). Economía verde como aporte a la sostenibilidad de destinos turísticos. Revista de Ciencias Sociales (Ve), XXXI(4), 239-262. https://doi.org/10.31876/rcs.v31i4.44851
Lee, C.-H., Zhao, X., y Lee, Y.-C. (2019). Service quality driven approach for innovative retail service system design and evaluation: A case study. Computers & Industrial Engineering, 135, 275-285. https://doi.org/10.1016/j.cie.2019.06.001
Lin, C. J., Prasetyo, Y. T., y Widyaningrum, R. (2019). Eye movement measures for predicting eye gaze accuracy and symptoms in 2D and 3D displays. Displays, 60, 1-8. https://doi.org/10.1016/j.displa.2019.08.002
Maldonado, J. B., y Villavicencio, M. F. (2022). Green marketing from a retail perspective: The case of hypermarkets in Ecuador. ECA Sinergia, 13(1), 58-68. https://doi.org/10.33936/eca_sinergia.v13i1.3377
Mamun, M. (2024). Building supply chain resilience in small and medium-sized clothing retailers in Australia: An empirical study. Measuring Business Excellence, 28(3-4), 277-292. https://doi.org/10.1108/MBE-04-2023-0064
Mennekes, T., Röding, T., Wagner, G., y Schramm-Klein, H. (2023). Do customers evaluate the competence of SME retailers and retail chains differently in the context of online product presentations? International Journal of Retail & Distribution Management, 51(9/10), 1239-1254. https://doi.org/10.1108/IJRDM-10-2022-0419
Ministerio de Producción, Comercio Exterior, Inversiones y Pesca. (2024). Boletín de cifras del sector productivo. Enero 2024. Ministerio de Producción, Comercio Exterior, Inversiones y Pesca. https://www.produccion.gob.ec/wp-content/uploads/downloads/2024/01/VFBoletinProduccion_Enero2024.pdf
Monter-Pozos, A., y González-Estrada, E. (2024). On testing the skew normal distribution by using Shapiro–Wilk test. Journal of Computational and Applied Mathematics, 440, 115649. https://doi.org/10.1016/j.cam.2023.115649
Moreno-Miranda, C., y Dries, L. (2024). Circular economy intentions in the fruit and vegetable sector of Central Ecuador. Ecological Economics, 219, 108056. https://doi.org/10.1016/j.ecolecon.2023.108056
Nimri, R., Kralj, A., Shishan, F., y Suheimat, N. (2024). To ‘green dine’ or not to ‘green dine’? Assessing the impact of beliefs and altruism. Journal of Retailing and Consumer Services, 77, 103680. https://doi.org/10.1016/j.jretconser.2023.103680
Ong, A. K. S., German, J. D., Dangaran, P. C., Paz, J. J. B., y Macatangay, R. R. G. (2024). Service quality and customer satisfaction analysis among motorcycle taxi transportation in the Philippines through SERVQUAL dimensions and social exchange theory. Case Studies on Transport Policy, 15, 101139. https://doi.org/10.1016/j.cstp.2023.101139
Ong, A. K. S., Prasetyo, Y. T., Lagura, F. C., Ramos, R. N., Sigua, K. M., Villas, J. A., Young, M. N., Diaz, J. F. T., Persada, S. F., y Redi, A. A. N. P. (2021). Factors affecting intention to prepare for mitigation of “the big one” earthquake in the Philippines: Integrating protection motivation theory and extended theory of planned behavior. International Journal of Disaster Risk Reduction, 63, 102467. https://doi.org/10.1016/j.ijdrr.2021.102467
Ong, A. K. S., Prasetyo, Y. T., Salazar, J. M. L. D., Erfe, J. J. C., Abella, A. A., Young, M. N., Chuenyindee, T., Nadlifatin, R., y Redi, A. A. N. P. (2022). Investigating the acceptance of the reopening Bataan nuclear power plant: Integrating protection motivation theory and extended theory of planned behavior. Nuclear Engineering and Technology, 54(3), 1115-1125. https://doi.org/10.1016/j.net.2021.08.032
Parasuraman, A., Zeithaml, V. A., y Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
Paredes-Chacín, A. J., Melchor, M., y Mosquera-Mosquera, J. O. (2025). Digitalización como base del desarrollo innovador y sostenibilidad ambiental en micro, pequeñas y medianas empresas en Iberoamérica. Revista de Ciencias Sociales (Ve), XXXI(3), 237-256. https://doi.org/10.31876/rcs.v31i3.44282
Rebualos, R. A., Hidayat, J. J., Redi, A. A. N. P., Rozamuri, A. M., y German, J. D. (2024). Analysis of service quality in engineering design department through SERVQUAL framework. Procedia Computer Science, 234, 1570-1577. https://doi.org/10.1016/j.procs.2024.03.159
Rivera, M. (29 de enero de 2024). Peatonal ‘3 de Julio’. La Hora. https://www.lahora.com.ec/columnistaslocales/Peatonal-3-de-Julio-20240129-0028.html
Rivero, D. M., Suson, R., Arnejo, A., Atibing, N. M., Aro, J. L., Wenceslao, C., Burdeos, A., Yamagishi, K., y Ocampo, L. (2023). Service recovery and innovation on customer satisfaction amidst massive typhoon-induced disruptions: The mediating role of SERVQUAL. International Journal of Disaster Risk Reduction, 99, 104130. https://doi.org/10.1016/j.ijdrr.2023.104130
Sharma, V., Jangir, K., Gupta, M., y Rupeika-Apoga, R. (2024). Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach. International Journal of Information Management Data Insights, 4(2), 100252. https://doi.org/10.1016/j.jjimei.2024.100252
Silva-Ordoñez, I., Jiménez-Silva, W., Santamaría-Freire, E., y Villalba-Miranda, R. (2019). Calidad en el servicio como herramienta de planificación en las empresas del sector terciario. Revista de Ciencias Sociales (Ve), XXV(1), 83-95. https://produccioncientificaluz.org/index.php/rcs/article/view/27338
Tena-Monferrer, S., Fandos-Roig, J. C., Sánchez-García, J., y Callarisa-Fiol, L. J. (2022). Shopping motivation in consumer loyalty formation process: The case of Spanish retail. International Journal of Retail & Distribution Management, 50(1), 100-116. https://doi.org/10.1108/IJRDM-06-2020-0200
Tiglao, N. C. C., De Veyra, J. M., Tolentino, N. J. Y., y Tacderas, M. A. Y. (2020). The perception of service quality among paratransit users in Metro Manila using structural equations modelling (SEM) approach. Research in Transportation Economics, 83, 100955. https://doi.org/10.1016/j.retrec.2020.100955
Trude, A. C. B., Bunzl, N. B., Rehman, Z. N., Elbel, B., Lau, S., Talal, L. A., y Weitzman, B. C. (2024). “I don’t want an app to do the work for me”: A qualitative study on the perception of online grocery shopping from small food retailers. Journal of the Academy of Nutrition and Dietetics, 124(7), 804-822. https://doi.org/10.1016/j.jand.2023.12.005
Tumsekcali, E., Ayyildiz, E., y Taskin, A. (2021). Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL model: P-SERVQUAL 4.0. Expert Systems with Applications, 186, 115757. https://doi.org/10.1016/j.eswa.2021.115757
Velastegui-Hernández, R., Melo-Fiallos, D., Mayorga-Ases, M., Hernández-Del-Salto, S., Manobanda-Tenelema, E., y Garcia, M. V. (2024). Perceived quality of service in tourist transportation in the city of Baños de Agua Santa, Ecuador. Sustainability, 16(17), 7245. https://doi.org/10.3390/su16177245
Wang, Y., Zhang, Z., Zhu, M., y Wang, H. (2020). The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China. Sage Open, 10(1), 1-11. https://doi.org/10.1177/2158244019898803
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Publicado
2026-08-21
Cómo citar
Alvarado-Vélez, J. A., Viñán Carrasco, L. M., Becerra Erazo, L., & Jácome-Lara, I. M. (2026). Modelo SERVQUAL para evaluar la calidad del servicio en comercios minoristas de Santo Domingo, Ecuador. Revista De Ciencias Sociales, 32(3), 296-314. https://doi.org/10.31876/rcs.v32i3.46090
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