Resumo

VERGARA SCHMALBACH, Juan Carlos; QUESADA IBARGUEN, Víctor Manuel  e  MAZA AVILA, Francisco Javier. EFFECT OF THE DEMOGRAPHIC ASPECTS IN THE VALUATION OF THE QUALITY OF THE SERVICE: A REVIEW. rev.udcaactual.divulg.cient. [online]. 2017, vol.20, n.2, pp.457-467. ISSN 0123-4226.

Understanding the elements affecting the satisfaction of users and customers of a service enable organizations to conduct actions and strategies focused in performance the levels of loyalty and repurchase, among other future behaviour. The purpose of this article is to evidence the demographic variables effect, as one of the factors or constructs which could become an important determinant of the service quality. To achieve this purpose were taken into account papers published in the last 10 years, that included into an empirical case, some demographics variables. As result from this analisys, was evidenced effects -positives or negatives- from the demographics elements over the expectatives, perceptions, satisfaction and future behaviour, being the gender, age, income, and study level the variables with the most incidences.

Palavras-chave : Service quality; demographics; satisfaction; future Intentions; perception.

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