Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021

El presente proyecto de investigación, surge a partir del reconocimiento de las tendencias de compra y consumo por internet que se ha ido incrementando en los últimos años y que posibilita el conocimiento e indagación sobre las mejores acciones de comunicación y estrategias de mercadeo para la tiend...

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Autores:: Ospina Reina, Karol Stephany
Endo Ledesma, Mariana

Tipo de recurso:: Trabajo de grado de pregrado

Fecha de publicación:: 2022

Institución:: Universidad Autónoma de Occidente

Repositorio:: RED: Repositorio Educativo Digital UAO

Idioma:: spa

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dc.title.spa.fl_str_mv	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
title	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
spellingShingle	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021 Mercadeo y Negocios Internacionales Satisfacción del consumidor Consumer satisfaction Comercio electrónico Empresas virtuales Electronic commerce Virtual corporations Tienda virtual Satisfacción cliente en línea Proceso de compra Percepción de riesgo
title_short	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
title_full	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
title_fullStr	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
title_full_unstemmed	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
title_sort	Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021
dc.creator.fl_str_mv	Ospina Reina, Karol Stephany Endo Ledesma, Mariana
dc.contributor.advisor.none.fl_str_mv	Alvarez Cano, Ana Milena
dc.contributor.author.none.fl_str_mv	Ospina Reina, Karol Stephany Endo Ledesma, Mariana
dc.subject.spa.fl_str_mv	Mercadeo y Negocios Internacionales
topic	Mercadeo y Negocios Internacionales Satisfacción del consumidor Consumer satisfaction Comercio electrónico Empresas virtuales Electronic commerce Virtual corporations Tienda virtual Satisfacción cliente en línea Proceso de compra Percepción de riesgo
dc.subject.lemb.spa.fl_str_mv	Satisfacción del consumidor
dc.subject.lemb.eng.fl_str_mv	Consumer satisfaction
dc.subject.armarc.spa.fl_str_mv	Comercio electrónico Empresas virtuales
dc.subject.armarc.eng.fl_str_mv	Electronic commerce Virtual corporations
dc.subject.proposal.spa.fl_str_mv	Tienda virtual Satisfacción cliente en línea Proceso de compra Percepción de riesgo
description	El presente proyecto de investigación, surge a partir del reconocimiento de las tendencias de compra y consumo por internet que se ha ido incrementando en los últimos años y que posibilita el conocimiento e indagación sobre las mejores acciones de comunicación y estrategias de mercadeo para la tienda virtual ClemsArgentina, con la finalidad de optimizar su desempeño en espacios electrónicos por medio de la medición de satisfacción de consumidores online; esto, desde los factores que inciden antes y después de la mismas. Dado lo anterior; y que la tienda virtual ClemsArgentina considera importante mantenerse a la vanguardia, integrar mejores prácticas y posicionarse en el mercado por su eficiencia en la atención al cliente; la presente investigación tiene como objetivo medir el nivel de la satisfacción de los clientes de ClemsArgentina en el 2020-2021 para incrementar las compras. La metodología empleada tiene un enfoque mixto que integra la recolección de datos de carácter cualitativo que viabiliza la aproximación a los puntos de vista subjetivos de los partícipes de la presente investigación y comprender un fenómeno desde una perspectiva holística (Quecedo y Castaño, 2002) y datos cuantitativos, que como bien menciona, Sandoval (2002) posibilitan la obtención de datos por medio de instrumentos como las encuestas y sus resultados permiten predecir el comportamiento sobre aspectos específicos. En este sentido, es posible identificar que el nivel de satisfacción de los clientes de ClemsArgentina es alto, esto se evidencia debido a que: primero, en las entrevistas los participantes destacan la importancia de la confiabilidad en los métodos de pago, la respuesta eficiente a cualquier tipo de atención, duda o reclamo y, por el tiempo de respuesta para mitigar todo tipo de incomodidad o molestia que pueda afectar de forma negativa la compra en línea.
publishDate	2022
dc.date.accessioned.none.fl_str_mv	2022-08-10T19:20:25Z
dc.date.available.none.fl_str_mv	2022-08-10T19:20:25Z
dc.date.issued.none.fl_str_mv	2022-05-31
dc.type.spa.fl_str_mv	Trabajo de grado - Pregrado
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dc.identifier.instname.spa.fl_str_mv	Universidad Autónoma de Occidente
dc.identifier.reponame.spa.fl_str_mv	Repositorio Educativo Digital
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identifier_str_mv	Universidad Autónoma de Occidente Repositorio Educativo Digital
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dc.relation.cites.spa.fl_str_mv	Ospina Reina, K. E. y Endo Ledesma, M. (2022). Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021. (Proyecto de grado). Universidad Autónoma de Occidente. Cali. Colombia. https://red.uao.edu.co/handle/10614/14136
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_version_	1814260029575921664
spelling	Alvarez Cano, Ana Milena88b08836662b79cbef37ebf9d55312f2Ospina Reina, Karol Stephanyf4721c232152dcc7b17638b039d3aa23Endo Ledesma, Marianaba16d7790e978d4fc4ea885e0055c884Universidad Autónoma de Occidente, Cll 25 # 115-85 Km 2 Vía Cali - Jamundi2022-08-10T19:20:25Z2022-08-10T19:20:25Z2022-05-31https://hdl.handle.net/10614/14136Universidad Autónoma de OccidenteRepositorio Educativo Digitalhttps://red.uao.edu.co/El presente proyecto de investigación, surge a partir del reconocimiento de las tendencias de compra y consumo por internet que se ha ido incrementando en los últimos años y que posibilita el conocimiento e indagación sobre las mejores acciones de comunicación y estrategias de mercadeo para la tienda virtual ClemsArgentina, con la finalidad de optimizar su desempeño en espacios electrónicos por medio de la medición de satisfacción de consumidores online; esto, desde los factores que inciden antes y después de la mismas. Dado lo anterior; y que la tienda virtual ClemsArgentina considera importante mantenerse a la vanguardia, integrar mejores prácticas y posicionarse en el mercado por su eficiencia en la atención al cliente; la presente investigación tiene como objetivo medir el nivel de la satisfacción de los clientes de ClemsArgentina en el 2020-2021 para incrementar las compras. La metodología empleada tiene un enfoque mixto que integra la recolección de datos de carácter cualitativo que viabiliza la aproximación a los puntos de vista subjetivos de los partícipes de la presente investigación y comprender un fenómeno desde una perspectiva holística (Quecedo y Castaño, 2002) y datos cuantitativos, que como bien menciona, Sandoval (2002) posibilitan la obtención de datos por medio de instrumentos como las encuestas y sus resultados permiten predecir el comportamiento sobre aspectos específicos. En este sentido, es posible identificar que el nivel de satisfacción de los clientes de ClemsArgentina es alto, esto se evidencia debido a que: primero, en las entrevistas los participantes destacan la importancia de la confiabilidad en los métodos de pago, la respuesta eficiente a cualquier tipo de atención, duda o reclamo y, por el tiempo de respuesta para mitigar todo tipo de incomodidad o molestia que pueda afectar de forma negativa la compra en línea.The ClemsArgentina virtual store considers it important to stay at the forefront, integrate best practices and position itself in the market due to its efficiency in customer service. Therefore, the present research aims to measure the level of satisfaction of ClemsArgentina customers in 2020-2021 to increase purchases. For this, the research will determine the factors that affect the level of satisfaction in the purchase process, the perception of risk that can negatively affect the purchase process and its impact on satisfaction and, finally, analyze the link between the confidence obtained in the purchase process in the virtual store, willingness to repurchase and level of customer satisfaction of the ClemsArgentina virtual store. Therefore, the present research project arises from the recognition of the trends of online purchase and consumption that has been increasing in recent years and that enables knowledge and inquiry about the best communication actions and marketing strategies for the ClemsArgentina virtual store, in order to optimize its performance in electronic spaces by measuring consumer satisfaction online; this, from the factors that affect before and after them. This research has a mixed approach that integrates the collection of qualitative data that enables the approach to the subjective points of view of the participants in this research and to understand a phenomenon from a holistic perspective (Quecedo y Castaño, 2002) and data quantitative, which as mentioned by Sandoval (2002) make it possible to obtain data through instruments such as surveys and their results allow predicting behavior on specific aspects.Proyecto de grado (Profesional en Mercadeo y Negocios Internacionales)-- Universidad Autónoma de Occidente, 2022PregradoProfesional en Mercadeo y Negocios Internacionales102 páginasapplication/pdfspaspaUniversidad Autónoma de OccidenteMercadeo y Negocios InternacionalesDepartamento de MercadeoFacultad de Ciencias AdministrativasCaliDerechos reservados - Universidad Autónoma de Occidente, 2022https://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)http://purl.org/coar/access_right/c_abf2Mercadeo y Negocios InternacionalesSatisfacción del consumidorConsumer satisfactionComercio electrónicoEmpresas virtualesElectronic commerceVirtual corporationsTienda virtualSatisfacción cliente en líneaProceso de compraPercepción de riesgoNivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021Trabajo de grado - Pregradohttp://purl.org/coar/resource_type/c_7a1fTextinfo:eu-repo/semantics/bachelorThesishttps://purl.org/redcol/resource_type/TPhttp://purl.org/coar/version/c_71e4c1898caa6e32Ospina Reina, K. E. y Endo Ledesma, M. (2022). Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021. (Proyecto de grado). Universidad Autónoma de Occidente. Cali. Colombia. https://red.uao.edu.co/handle/10614/14136Ahn, T, Ryu, S, y Han, I. (2005). The impact of the online and offline features on the user acceptance of Internet shopping malls. Electronic Commerce Research and Applications, 3(4), 405-420: https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.105.6731&rep =rep1&type=pdfAnand, T, Ramachandran, J., Sambasivan, M y Batra, G. (2019). Impact of Hedonic Motivation on Consumer Satisfaction Towards Online Shopping: Evidence from Malaysia. E-Service Journal, 11(1), 57-79: https://go.gale.com/ps/i.do?id=GALE%7CA620929342&sid=googleScholar&v=2.1&it=r&linkaccess=abs&issn=15288226&p=AONE&sw=w&userG roupName=anon%7E492d362cÁvila, J. Avellaneda C.C. (2017). Influencia de las redes sociales en el comportamiento de compra de los clientes de Famianimal. 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Journal of Retailing, 79(11), 183-198: https://www.researchgate.net/publication/222386656_eTailQ_Dimensionalizing_Measuring_and_Predicting_Etail_QualityComunidad generalPublicationLICENSElicense.txtlicense.txttext/plain; charset=utf-81665https://dspace7-uao.metacatalogo.com/bitstreams/880f2489-450b-441a-8e10-457f1ee612b7/download20b5ba22b1117f71589c7318baa2c560MD53ORIGINALT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdfT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdfTexto archivo completo del trabajo de grado, PDFapplication/pdf1521302https://dspace7-uao.metacatalogo.com/bitstreams/bb648e23-23c6-4ce6-9f9f-50b45ed5111d/download98d9c4e2976fc40652d28cdcbb4ded38MD54TA10328_Autorización trabajo de grado.pdfTA10328_Autorización trabajo de grado.pdfAutorización publicación del trabajo de gradoapplication/pdf236416https://dspace7-uao.metacatalogo.com/bitstreams/74b628bb-2392-4044-97b8-d7decd84d69a/downloada26a471a5404ce5feec67bbbab1e5417MD55TEXTT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdf.txtT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdf.txtExtracted texttext/plain144474https://dspace7-uao.metacatalogo.com/bitstreams/d9a92b85-5a00-42e3-a1ff-c2545658a620/downloadbd19ea59b74239c282ab4b88eb093066MD56TA10328_Autorización trabajo de grado.pdf.txtTA10328_Autorización trabajo de grado.pdf.txtExtracted texttext/plain4546https://dspace7-uao.metacatalogo.com/bitstreams/2a6cfb2a-bfde-4597-ab15-851c9c6114a4/downloade8a2a02e7bab60824cb76fd8eafc887dMD58THUMBNAILT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdf.jpgT10328_Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021.pdf.jpgGenerated Thumbnailimage/jpeg5979https://dspace7-uao.metacatalogo.com/bitstreams/af1aa1cb-75a7-4292-ab8c-b819a10b11b7/downloadaa850cda88b4d8f79eee32a475a36e98MD57TA10328_Autorización trabajo de grado.pdf.jpgTA10328_Autorización trabajo de grado.pdf.jpgGenerated Thumbnailimage/jpeg13597https://dspace7-uao.metacatalogo.com/bitstreams/e1445e07-849e-4a4b-b8be-ee26e81c58a9/download9e7b8e31dcb9dadb527cac1916e321c6MD5910614/14136oai:dspace7-uao.metacatalogo.com:10614/141362024-01-19 16:42:59.326https://creativecommons.org/licenses/by-nc-nd/4.0/Derechos reservados - Universidad Autónoma de Occidente, 2022open.accesshttps://dspace7-uao.metacatalogo.comRepositorio UAOrepositorio@uao.edu.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

Nivel de satisfacción del cliente de la tienda virtual Clemsargentina 2020-2021

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