<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0123-5923</journal-id>
<journal-title><![CDATA[Estudios Gerenciales]]></journal-title>
<abbrev-journal-title><![CDATA[estud.gerenc.]]></abbrev-journal-title>
<issn>0123-5923</issn>
<publisher>
<publisher-name><![CDATA[Universidad Icesi]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0123-59232021000400556</article-id>
<article-id pub-id-type="doi">10.18046/j.estger.2021.161.4293</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio]]></article-title>
<article-title xml:lang="en"><![CDATA[Analysis between store image and customer satisfaction in transnational retail stores in the self-service sector]]></article-title>
<article-title xml:lang="pt"><![CDATA[Análise entre imagem da loja e satisfação do cliente em lojas varejistas transnacionais no setor de autosserviço]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Treviño]]></surname>
<given-names><![CDATA[Rodolfo]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Treviño]]></surname>
<given-names><![CDATA[Eloísa]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Autónoma de Nuevo León Facultad de Contaduría Pública y Administración ]]></institution>
<addr-line><![CDATA[Monterrey ]]></addr-line>
<country>Mexico</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Monterrey Escuela de Negocios ]]></institution>
<addr-line><![CDATA[Monterrey ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2021</year>
</pub-date>
<volume>37</volume>
<numero>161</numero>
<fpage>556</fpage>
<lpage>565</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0123-59232021000400556&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0123-59232021000400556&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0123-59232021000400556&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo de la investigación fue identificar si la calidad del servicio y el precio se relacionan positivamente con la imagen de la tienda y, a su vez, con la satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio. Para ello se realizó una investigación cuantitativa, no experimental, transversal y se aplicaron 275 cuestionarios. Se utilizó el método de mínimos cuadrados parciales para probar las hipótesis y estimar los modelos de ruta. Los resultados muestran que la calidad del servicio ayuda a obtener una imagen positiva de la tienda, pero si se observa solo la relación precio-satisfacción del cliente, el precio por sí mismo es significativo para la satisfacción del cliente. Clasificación JEL: M31.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The objective of the research was to identify whether quality service and price are positively related to store image and these, in turn, with customer satisfaction in transnational retail stores in the self-service sector. For this, a quantitative, non-experimental, cross-sectional investigation was carried out, and 275 questionnaires were applied. The partial least squares path modeling was used to test the hypotheses and to estimate path models. The results show that quality service helps to obtain a positive store image, but if only the price-customer satisfaction ratio is observed, the price by itself is significant to customer satisfaction.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo O objetivo da pesquisa foi identificar se a qualidade do serviço e o preço estão relacionados positivamente com a imagem da loja e, estes, por sua vez, com a satisfação do cliente em lojas de varejo transnacionais no setor de autosserviço. Para isso, foi realizada uma pesquisa quantitativa, não experimental, transversal, onde foram aplicados 275 questionários. Utilizou-se o método dos mínimos quadrados parciais para provar as hipóteses e estimar os modelos de rota. Os resultados mostram que a qualidade do serviço ajuda a obter uma imagem positiva da loja. No entanto, se observados apenas na relação preço-satisfação do cliente, o preço, por si só, é significativo para sua satisfação.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[imagen de la tienda]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del cliente]]></kwd>
<kwd lng="es"><![CDATA[precio]]></kwd>
<kwd lng="es"><![CDATA[calidad del servicio]]></kwd>
<kwd lng="es"><![CDATA[tiendas minoristas]]></kwd>
<kwd lng="en"><![CDATA[store image]]></kwd>
<kwd lng="en"><![CDATA[customer satisfaction]]></kwd>
<kwd lng="en"><![CDATA[price]]></kwd>
<kwd lng="en"><![CDATA[quality service]]></kwd>
<kwd lng="en"><![CDATA[retail store]]></kwd>
<kwd lng="pt"><![CDATA[imagem da loja]]></kwd>
<kwd lng="pt"><![CDATA[satisfação do cliente]]></kwd>
<kwd lng="pt"><![CDATA[preço]]></kwd>
<kwd lng="pt"><![CDATA[qualidade do serviço, lojas varejistas]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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