Entrepreneurs' Perceptions of the Quality of the Service Provided by Punto de Retiro
This report is about entrepreneurs’ perceptions of the quality of the service provided by the company Punto de Retiro (PDR). This research work has a mixed approach, and it is based on a sequential explanatory design (DEXPLIS) in order to obtain a broader and deep...
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| Autores principales: | , , |
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| Formato: | Artículo revista |
| Lenguaje: | Español |
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Ediciones UNL
2022
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| Materias: | |
| Acceso en línea: | https://bibliotecavirtual.unl.edu.ar/publicaciones/index.php/CE/article/view/11548 |
| Aporte de: |
| Sumario: | This report is about entrepreneurs’ perceptions of the quality of the service provided by the company Punto de Retiro (PDR). This research work has a mixed approach, and it is based on a sequential explanatory design (DEXPLIS) in order to obtain a broader and deeper perspective of the phenomenon. The SERVPERF tool, which measures the quality of the service through customers’ perceptions according to five dimensions, is used. The data collection instrument used for the quantitative approach was a survey in which both entrepreneurs who hire the PDR service and the owners of this company participated.The qualitative approach is also considered with the purpose of examining how entrepreneurs and owners perceive and experience the phenomenon examined. These data are collected through interviews and focus groups so as to improve the analysis and explanation of the initial quantitative findings and the relationships among them. The aim of the expected results is to compare the perspectives of the entrepreneurs and PDR’s owners in order to understand which aspects should be improved to provide a higher–quality service. |
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