| Título: | E-satisfaction: a qualitative approach : E-satisfacción: una aproximación cualitativa |
| Autores: | Palací Descals, Francisco José ; Salcedo Aznal, Alejandro ; Garcés Prieto, Javier |
| Tipo de documento: | texto impreso |
| Editorial: | Universidad Nacional de Educacion a Distancia, 2012-06-08 |
| Dimensiones: | application/pdf |
| Nota general: |
Acción Psicológica; Vol 7, No 1 (2010): Psychology and Internet; 75-85 Acción Psicológica; Vol 7, No 1 (2010): Psychology and Internet; 75-85 2255-1271 1578-908X 10.5944/ap.7.1 Copyright (c) 2015 Facultad de Psicología. Servicio de Psicología Aplicada. http://creativecommons.org/licenses/by-nc-nd/4.0 |
| Idiomas: | Español |
| Palabras clave: | accionpsicologica:ART , driver |
| Resumen: |
Consumption is a fundamental activity among people living in the XXI century society and researches treat satisfaction as a key variable in models of consumer behavior. We can find in the bibliography many variables related to consumption and satisfaction experiences. This situation becomes more complicated considering Internet commerce as a new consumption stage that in a few years has experienced a significant growth because bibliography about Internet commerce is not growing as fast as this kind of commerce. Considering this situation, the present research has as main objective the study of the esatisfaction phenomenon from a qualitative approach. We have worked for this purpose from the point of 20 expert views and 4 focus groups. Our results show that providers concerns lie on both service and product quality as key determinants of customer satisfaction. Nevertheless, customers are more attentive to the classical variables reported by the satisfaction bibliography. In this study we also present the advantages and disadvantages perceived by consumers and providers in the Internet commerce. ResumenEl consumo es una actividad fundamental en la sociedad del siglo XXI y los investigadores han considerado la satisfacción como una variable clave a la hora de proponer modelos que intentan dar cuenta del comportamiento del consumidor. En la bibliografía podemos encontrar numerosas variables relacionadas con las conductas de consumo y con los juicios de satisfacción. Sin embargo, la situación se complica cuando consideramos Internet como un nuevo escenario de consumo que, en un período reducido de tiempo, ha experimentado un importante crecimiento. Esta complicación deriva fundamentalmente del desfase existente entre la evolución del comercio electrónico y la investigación al respecto. Considerando esta situación, la presente investigación tiene como objetivo fundamental el estudio de la e-satisfacción desde una perspectiva cualitativa. Para ello se ha trabajado con 20 expertos en el comercio electrónico del tipo B2C y con cuatro grupos de discusión de compradores on-line. Nuestros resultados muestran que los proveedores, a la hora de procurar la satisfacción de sus clientes, prestan especial atención a la calidad del servicio y a la calidad de sus productos. Por otro lado los consumidores parecen más atentos a las variables clásicas que se recogen en la literatura sobre satisfacción. Además, es este estudio se señalan las ventajas e inconvenientes que tanto proveedores como compradores perciben en las compras por Internet. AbstractConsumption is a fundamental activity among people living in the XXI century society and researches treat satisfaction as a key variable in models of consumer behavior. We can find in the bibliography many variables related to consumption and satisfaction experiences. This situation becomes more complicated considering Internet commerce as a new consumption stage that in a few years has experienced a significant growth because bibliography about Internet commerce is not growing as fast as this kind of commerce. Considering this situation, the present research has as main objective the study of the esatisfaction phenomenon from a qualitative approach. We have worked for this purpose from the point of 20 expert views and 4 focus groups. Our results show that providers concerns lie on both service and product quality as key determinants of customer satisfaction. Nevertheless, customers are more attentive to the classical variables reported by the satisfaction bibliography. In this study we also present the advantages and disadvantages perceived by consumers and providers in the Internet commerce. |
| En línea: | http://revistas.uned.es/index.php/accionpsicologica/article/view/209 |
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