Title: Quality in the supermarket sector in Peru

Authors: Jorge Benzaquen De Las Casas; Angie Álvarez; Ítalo Falcón; Úrsula Velarde; Víctor Burga

Addresses: CENTRUM Catolica Graduate Business School, Pontificia Universidad Catolica del Peru, Urbanización Los Álamos de Monterrico, Jirón Daniel, Alomía Robles 125, Santiago de Surco 15023, Lima, Peru ' CENTRUM Catolica Graduate Business School, Pontificia Universidad Catolica del Peru, Urbanización Los Álamos de Monterrico, Jirón Daniel, Alomía Robles 125, Santiago de Surco 15023, Lima, Peru ' CENTRUM Catolica Graduate Business School, Pontificia Universidad Catolica del Peru, Urbanización Los Álamos de Monterrico, Jirón Daniel, Alomía Robles 125, Santiago de Surco 15023, Lima, Peru ' CENTRUM Catolica Graduate Business School, Pontificia Universidad Catolica del Peru, Urbanización Los Álamos de Monterrico, Jirón Daniel, Alomía Robles 125, Santiago de Surco 15023, Lima, Peru ' CENTRUM Catolica Graduate Business School, Pontificia Universidad Catolica del Peru, Urbanización Los Álamos de Monterrico, Jirón Daniel, Alomía Robles 125, Santiago de Surco 15023, Lima, Peru

Abstract: This research aims to analyse the supermarket companies in Peru that have implemented or not a quality management system (QMS), considering the total quality management (TQM) factors. The instrument includes four blocks (top management, supplier, process management and customer) and nine factors, as well as 35 variables based on a sample of 73 companies in the Peruvian supermarket sector. In this sector, companies with and without the quality management system did not have significant differences in the nine TQM factors. It is also analysed if ISO 9000:2015 principles are considered in the TQM factors and if the managers in the companies are doing what they are asked in the questionnaire. This study gives a new perception and new insights about the management of the supermarket sector in Peru in terms of quality and the important impact that this topic have in these companies. A more comprehensive exploration of supermarket's quality management in developing countries with a different perspective would be useful for enhancing the literature.

Keywords: supermarkets; quality; quality management system; QMS; total quality management; TQM; ISO 9001; HACCP; ISO 22001; management; Peru.

DOI: 10.1504/IJSEM.2021.113473

International Journal of Services, Economics and Management, 2021 Vol.12 No.1, pp.60 - 92

Received: 04 Sep 2019
Accepted: 28 Aug 2020

Published online: 26 Feb 2021 *

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