Relación entre las dimensiones de la calidad del servicio y la satisfacción: un análisis de los componentes higiénicos y satisfactores

Abstract

Satisfaction is a key factor for the supermarkets management. Service quality is one of the most important determinants of satisfaction. Many studies show these two variables and their relationship in an aggregate way, but there is no research about the effects of its dimensions independently. This study aims to analyze, in the supermarket context, which of the service quality dimensions has a satisfactor role and which of them are hygiene factors. Results show that reliability, tangibles, accessibility and security are satisfactor dimensions or have a dual role, while supermarketʼs hygiene and personal attention are hygiene factors. These results are useful for supermarketʼs managers for a better assignment of resources in order to achieve the satisfaction of their customers.