LA INFLUENCIA DE LA CALIDAD PERCIBIDA EN EL SECTOR DE LA DISTRIBUCIÓN ALIMENTARIA POR INTERNET: PERSPECTIVA MULTIDIMENSIONAL APLICADA A UN SUPERMERCADO ONLINE

Abstract

Since the publication of the first service quality assessment works during the '80s, it has appeared new measurement tools specialized in specific areas. Thus, with the proliferation of Internet services sales observed during the last ten years, there have arisen new proposals to evaluate the quality of these sites. The same scholar team that was pioneer in '80 measuring quality in the services environment through the SERVQUAL scale, has recently proposed a scale (E-S-QUAL) to measure the quality of Internet sales. The present work has adapted the scale for online supermarket.

Keywords

• E-S-QUAL
• Internet
• Quality
• Loyalty
• online supermarket