Hard Discount Formats Service Quality Assessment Model in Colombia

Abstract

In this article, the construction of an evaluation model of the quality of the service of hard discount stores in Colombia was carried out. Thus, a quantitative study was carried out, under the deductive and descriptive method, with its own instrument designed and supported by the globally accepted Servqual and Servperf models, with Likert-type questions, to measure customer perception. In this regard, around five thousand surveys were applied in the main cities of the country, for the validation of the instrument as the information processing, the quantitative software SPSS-26 and its complement the AMOS were used. The designed model was made up of seven dimensions, namely: tangible elements, reliability, empathy, security, responsiveness, image and loyalty. Finally, it concludes by highlighting the aspects that were considered most relevant for the customers of the discounter’s stores.