Resumo

LEYTON-JOHNS, Luis; AHUMADA CASTILLO, Ricardo  e  MORA DIAZ, Joan Luis. Quality of service measurement of a large Latin American retailer applying e-SQ scales. Oikos Polis [online]. 2021, vol.6, n.2, pp.152-184. ISSN 2521-960X.

Abstract The following work indicates the results of the application of 550 online surveys in the metropolitan region of Santiago de Chile between March 20 and April 20, 2019. This survey was constructed and adapted based on the scales developed by ( Zeithaml, Parasuraman and Malhotra; 2000), which were previously validated obtaining a Cronbach's Alpha of 0.943 and 0.901 respectively, and which were applied in order to collect and analyze the results obtained from the responses of consumers who made purchases to through Amazon. This allows us to visualize the perception of consumers as a product of the service provided by this company and thus be able to visualize opportunities for improvement and growth for Latin American e-tailers.

Palavras-chave : E-tail; E-S-QUAL; E-Rec-QUAL; on line Service Quality.

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