Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies
This research describes, compares and analyzes the competitive advantages generated by the quality of the service in parcel companies nowadays. Therefore, the main goal of this comparative study is to determine the factors by which the quality of the service creates a competitive advantage between t...
| Main Authors: | , , , , |
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| Format: | Online |
| Language: | spa |
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Unidad Editorial UPTC
2023
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| Subjects: | |
| Online Access: | https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/15496 |
| _version_ | 1801706712428707840 |
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| author | Soto Medina, Nereyda Marañon Lizarraga , Sheila Suset Palacios Valenzuela, Cesar Arturo Aguilar Carvajal, Rosa Delia Acosta Haro, Elizabeth |
| author_facet | Soto Medina, Nereyda Marañon Lizarraga , Sheila Suset Palacios Valenzuela, Cesar Arturo Aguilar Carvajal, Rosa Delia Acosta Haro, Elizabeth |
| author_sort | Soto Medina, Nereyda |
| collection | OJS |
| description | This research describes, compares and analyzes the competitive advantages generated by the quality of the service in parcel companies nowadays. Therefore, the main goal of this comparative study is to determine the factors by which the quality of the service creates a competitive advantage between these companies, taking as a sample two of the main parcel companies in Los Mochis, Sinaloa. It should be noted that these companies are currently booming, due to the rise of online shopping. In addition, customers seek speed, price and care of the merchandise in their deliveries. The study was carried out based on the methodology of case study, which uses experience for the transmission of knowledge such as the opinion of people about two companies in particular. This study was developed with the characteristics of a descriptive research, with a non-experimental design; as well, the quantitative approach was used since it was intended to describe and to know different opinions and perspectives from people towards the quality of the service. The information was collected by applying a survey in which the opinion of the people regarding the quality of the service provided by both companies was gathered through a system of direct well-ordered questions. According to the results obtained thanks to the application of the instrument, the hypothesis proposed in this study is accepted, which establishes that the competitive advantage generated by the quality of service of the Paquetexpress parcel company is superior to that of the Estafeta parcel company.
JEL Codes: M0, M1
Received: 10/01/2023. Accepted: 26/06/2023. Published: 09/08/2023. |
| format | Online |
| id | oai:oai.revistas.uptc.edu.co:article-15496 |
| institution | Revista Inquietud Empresarial |
| language | spa |
| publishDate | 2023 |
| publisher | Unidad Editorial UPTC |
| record_format | ojs |
| spelling | oai:oai.revistas.uptc.edu.co:article-154962024-04-26T00:41:44Z Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies Calidad del servicio como ventaja competitiva, estudio comparativo de empresas de paquetería Soto Medina, Nereyda Marañon Lizarraga , Sheila Suset Palacios Valenzuela, Cesar Arturo Aguilar Carvajal, Rosa Delia Acosta Haro, Elizabeth Service Competitive Advantage Quality of the service Servicio ventaja competitiva calidad en el servicio This research describes, compares and analyzes the competitive advantages generated by the quality of the service in parcel companies nowadays. Therefore, the main goal of this comparative study is to determine the factors by which the quality of the service creates a competitive advantage between these companies, taking as a sample two of the main parcel companies in Los Mochis, Sinaloa. It should be noted that these companies are currently booming, due to the rise of online shopping. In addition, customers seek speed, price and care of the merchandise in their deliveries. The study was carried out based on the methodology of case study, which uses experience for the transmission of knowledge such as the opinion of people about two companies in particular. This study was developed with the characteristics of a descriptive research, with a non-experimental design; as well, the quantitative approach was used since it was intended to describe and to know different opinions and perspectives from people towards the quality of the service. The information was collected by applying a survey in which the opinion of the people regarding the quality of the service provided by both companies was gathered through a system of direct well-ordered questions. According to the results obtained thanks to the application of the instrument, the hypothesis proposed in this study is accepted, which establishes that the competitive advantage generated by the quality of service of the Paquetexpress parcel company is superior to that of the Estafeta parcel company. JEL Codes: M0, M1 Received: 10/01/2023. Accepted: 26/06/2023. Published: 09/08/2023. El presente trabajo de investigación describe, compara y analiza las ventajas competitivas que genera la calidad en el servicio en las empresas de paquetería en la actualidad. Por ello, el objetivo de este estudio comparativo consiste en determinar los factores por los cuales la calidad en el servicio crea una ventaja competitiva entre estas empresas; como muestra han sido seleccionadas dos de las principales empresas de paquetería de Los Mochis (Sinaloa, México). Cabe resaltar que en la actualidad estas empresas tienen mayor auge dado el alza de las compras en línea. Además, a razón de que los clientes buscan rapidez, precio y cuidado de la mercancía en las entregas. La metodología de este proyecto es el estudio de caso, que se basa en la experiencia para construir conocimiento; en este proceso, sirve de insumo la opinión que tienen las personas sobre las dos empresas. El estudio se desarrolló con las características de una investigación de tipo descriptivo, con un diseño no experimental; asimismo, se utilizó el enfoque cuantitativo, ya que se pretendía –a través de la recolección de información con el instrumento de la encuesta– conocer la opinión de las personas en cuanto a la calidad en el servicio que brindan ambas empresas, a través de un sistema de preguntas estructuradas y directas. Con base en los resultados obtenidos con la aplicación del instrumento, se concluye que se acepta la hipótesis planteada en este estudio, que establece que la ventaja competitiva que genera la calidad del servicio de la empresa de paquetería Paquetexpress es superior a la de la empresa de paquetería Estafeta. Códigos JEL: M0, M1Recibido: 10/01/2023. Aceptado: 26/06/2023. Publicado: 09/08/2023. Unidad Editorial UPTC 2023-08-09 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/xml https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/15496 10.19053/01211048.15496 Inquietud Empresarial; Vol. 23 No. 2 (2023): Inquietud Empresarial 23(2) Julio-Diciembre 2023; 1-16 Inquietud Empresarial; Vol. 23 Núm. 2 (2023): Inquietud Empresarial 23(2) Julio-Diciembre 2023; 1-16 0121-1048 spa https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/15496/13251 https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/15496/14035 Derechos de autor 2023 Nereyda Soto Medina, Sheila Suset Marañon Lizarraga , Cesar Arturo Palacios Valenzuela, Rosa Delia Aguilar Carvajal, Elizabeth Acosta Haro https://creativecommons.org/licenses/by-nc-nd/4.0/ |
| spellingShingle | Service Competitive Advantage Quality of the service Servicio ventaja competitiva calidad en el servicio Soto Medina, Nereyda Marañon Lizarraga , Sheila Suset Palacios Valenzuela, Cesar Arturo Aguilar Carvajal, Rosa Delia Acosta Haro, Elizabeth Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title | Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title_alt | Calidad del servicio como ventaja competitiva, estudio comparativo de empresas de paquetería |
| title_full | Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title_fullStr | Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title_full_unstemmed | Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title_short | Quality of the Service as a Competitive Advantage, Comparative Study of Parcel Companies |
| title_sort | quality of the service as a competitive advantage comparative study of parcel companies |
| topic | Service Competitive Advantage Quality of the service Servicio ventaja competitiva calidad en el servicio |
| topic_facet | Service Competitive Advantage Quality of the service Servicio ventaja competitiva calidad en el servicio |
| url | https://revistas.uptc.edu.co/index.php/inquietud_empresarial/article/view/15496 |
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