{"id":"https://openalex.org/W7221785481","doi":"https://doi.org/10.37518/2663-6360x2026v9n1p25","title":"An\u00e1lisis de la calidad de servicio y su capacidad predictiva sobre la satisfacci\u00f3n del cliente en Distribuciones D\u00edaz, Chota - 2022","display_name":"An\u00e1lisis de la calidad de servicio y su capacidad predictiva sobre la satisfacci\u00f3n del cliente en Distribuciones D\u00edaz, Chota - 2022","publication_year":2026,"publication_date":"2026-10-13","ids":{"openalex":"https://openalex.org/W7221785481","doi":"https://doi.org/10.37518/2663-6360x2026v9n1p25"},"language":"es","primary_location":{"id":"doi:10.37518/2663-6360x2026v9n1p25","doi":"https://doi.org/10.37518/2663-6360x2026v9n1p25","is_oa":true,"landing_page_url":"https://doi.org/10.37518/2663-6360x2026v9n1p25","pdf_url":"http://unach.edu.pe/rcnorandina/index.php/ciencianorandina/article/download/293/565","source":{"id":"https://openalex.org/S4210234310","display_name":"REVISTA NOR NDINA","issn_l":"2663-6360","issn":["2663-6360","2707-9848"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Ciencia Nor@ndina","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://unach.edu.pe/rcnorandina/index.php/ciencianorandina/article/download/293/565","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5158738116","display_name":"Edyth Fiorela Campos Latorre","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4387152567","display_name":"Universidad Nacional Aut\u00f3noma de Chota","ror":"https://ror.org/02r5q9a81","country_code":"PE","type":"education","lineage":["https://openalex.org/I4387152567"]}],"countries":["PE"],"is_corresponding":false,"raw_author_name":"Edyth Fiorela Campos Latorre","raw_affiliation_strings":["Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa","institution_ids":["https://openalex.org/I4387152567"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5158699128","display_name":"Rody Osmar Joel Carranza Diaz","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4387152567","display_name":"Universidad Nacional Aut\u00f3noma de Chota","ror":"https://ror.org/02r5q9a81","country_code":"PE","type":"education","lineage":["https://openalex.org/I4387152567"]}],"countries":["PE"],"is_corresponding":false,"raw_author_name":"Rody Osmar Joel Carranza Diaz","raw_affiliation_strings":["Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa","institution_ids":["https://openalex.org/I4387152567"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5083537417","display_name":"Daniel Jes\u00fas Castro Vargas","orcid":"https://orcid.org/0000-0003-0618-6013","observed_orcids":["https://orcid.org/0000-0003-0618-6013"]},"institutions":[{"id":"https://openalex.org/I4387152567","display_name":"Universidad Nacional Aut\u00f3noma de Chota","ror":"https://ror.org/02r5q9a81","country_code":"PE","type":"education","lineage":["https://openalex.org/I4387152567"]}],"countries":["PE"],"is_corresponding":false,"raw_author_name":"Daniel Jes\u00fas Castro Vargas","raw_affiliation_strings":["Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad Nacional Aut\u00f3noma de Chota, Facultad de Ciencias Contables y Empresariales, Chota, Cajamarca, Per\u00fa","institution_ids":["https://openalex.org/I4387152567"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4387152567"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"9","issue":"1","first_page":"25","last_page":"30"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9959999918937683},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/predictive-power","display_name":"predictive power","score":0.6169999837875366},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.48500001430511475},{"id":"https://openalex.org/keywords/distribution-companies","display_name":"distribution companies","score":0.7070000171661377},{"id":"https://openalex.org/keywords/order-management","display_name":"order management","score":0.6650000214576721},{"id":"https://openalex.org/keywords/customer-communication","display_name":"customer communication","score":0.8379999995231628}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.7242000102996826},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.3336000144481659},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.29510000348091125},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.24150000512599945},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1979999989271164},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.17180000245571136},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.1671999990940094},{"id":"https://openalex.org/C2779665505","wikidata":"https://www.wikidata.org/wiki/Q1780079","display_name":"Power quality","level":3,"score":0.14079999923706055},{"id":"https://openalex.org/C2780598303","wikidata":"https://www.wikidata.org/wiki/Q65921492","display_name":"Flexibility (engineering)","level":2,"score":0.13040000200271606},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.11749999970197678}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.37518/2663-6360x2026v9n1p25","doi":"https://doi.org/10.37518/2663-6360x2026v9n1p25","is_oa":true,"landing_page_url":"https://doi.org/10.37518/2663-6360x2026v9n1p25","pdf_url":"http://unach.edu.pe/rcnorandina/index.php/ciencianorandina/article/download/293/565","source":{"id":"https://openalex.org/S4210234310","display_name":"REVISTA NOR NDINA","issn_l":"2663-6360","issn":["2663-6360","2707-9848"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Ciencia Nor@ndina","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.37518/2663-6360x2026v9n1p25","doi":"https://doi.org/10.37518/2663-6360x2026v9n1p25","is_oa":true,"landing_page_url":"https://doi.org/10.37518/2663-6360x2026v9n1p25","pdf_url":"http://unach.edu.pe/rcnorandina/index.php/ciencianorandina/article/download/293/565","source":{"id":"https://openalex.org/S4210234310","display_name":"REVISTA NOR NDINA","issn_l":"2663-6360","issn":["2663-6360","2707-9848"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["latindex"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista Ciencia Nor@ndina","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7221785481.pdf","grobid_xml":"https://content.openalex.org/works/W7221785481.grobid-xml"},"referenced_works_count":3,"referenced_works":["https://openalex.org/W2028184439","https://openalex.org/W4390061536","https://openalex.org/W4390667650"],"related_works":["https://openalex.org/W7017690756","https://openalex.org/W7045648580","https://openalex.org/W7014738744","https://openalex.org/W6999096413","https://openalex.org/W7047260616","https://openalex.org/W7064401347","https://openalex.org/W7056787627","https://openalex.org/W4391658159","https://openalex.org/W6982872393","https://openalex.org/W2908666999"],"abstract_inverted_index":{"La":[0],"excelencia":[1],"en":[2,18,27,33,57,75,172,186],"la":[3,11,28,34,44,53,58,63,76,90,96,113,118,160,166,184,187,207,217],"atenci\u00f3n":[4,210],"constituye":[5],"un":[6,66,70,82,127,149],"aspecto":[7],"clave":[8],"para":[9,138],"garantizar":[10],"percepci\u00f3n":[12],"positiva":[13],"del":[14,46,55,92,98,115,120,162,168,194,198],"usuario;":[15],"sin":[16],"embargo,":[17],"el":[19,180],"contexto":[20],"de":[21,30,65,78,85,104,131,189,196,209,221],"empresas":[22],"distribuidoras":[23],"pueden":[24],"presentarse":[25],"dificultades":[26],"gesti\u00f3n":[29],"pedidos":[31],"y":[32,48,69,94,117,141,153,165,211,219],"comunicaci\u00f3n":[35],"con":[36],"los":[37,190],"clientes.":[38,106,223],"En":[39,170],"ese":[40],"sentido,":[41],"se":[42,80,124,177],"analiz\u00f3":[43],"calidad":[45,91,114,161,197,208],"servicio":[47,93,116,163,199,212],"su":[49],"capacidad":[50,142],"predictiva":[51],"sobre":[52],"satisfacci\u00f3n":[54,97,119,167,188],"cliente":[56],"empresa":[59],"Distribuciones":[60,204],"D\u00edaz.":[61],"Mediante":[62],"aplicaci\u00f3n":[64],"enfoque":[67],"cuantitativo":[68],"dise\u00f1o":[71],"no":[72],"experimental,":[73],"sustentado":[74],"t\u00e9cnica":[77],"encuesta,":[79],"administr\u00f3":[81],"instrumento":[83],"estructurado":[84],"20":[86],"\u00edtems":[87],"(10":[88],"evaluando":[89],"10":[95],"cliente)":[99],"a":[100,112,126,174,192,215],"una":[101],"muestra":[102],"representativa":[103],"n=198":[105],"Se":[107,133],"consideraron":[108],"como":[109],"factores":[110],"investigados":[111],"cliente.":[121,169],"Dicha":[122],"informaci\u00f3n":[123],"someti\u00f3":[125],"an\u00e1lisis":[128],"estad\u00edstico":[129,182],"inferencial":[130],"correlaci\u00f3n.":[132],"aplic\u00f3":[134],"regresi\u00f3n":[135],"lineal":[136],"simple":[137],"estimar":[139],"asociaci\u00f3n":[140],"predictiva.":[143],"Los":[144],"resultados":[145],"obtenidos":[146],"permitieron":[147],"evidenciar":[148],"modelo":[150,181],"predictivo":[151],"significativo":[152],"alto":[154],"(R2=0,685;":[155],"p":[156],"<":[157],"0,001)":[158],"entre":[159],"brindado":[164],"consecuencia,":[171],"base":[173],"lo":[175],"obtenido,":[176],"determin\u00f3":[178],"que":[179],"eval\u00faa":[183],"variaci\u00f3n":[185],"clientes":[191],"partir":[193],"nivel":[195],"ofrecido.":[200],"Por":[201],"ello,":[202],"si":[203],"D\u00edaz":[205],"potencia":[206],"presentado,":[213],"tender\u00e1":[214],"incrementar":[216],"aceptaci\u00f3n":[218],"preferencia":[220],"sus":[222]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-10-15T00:00:00"}
