Bibliographic citations
Villanueva, A., Quispe, P. (2022). La calidad del servicio y su influencia en la satisfacción del cliente en la empresa de venta de bienes capital LC BIOCORP S. A. C. Lima, 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/30167
Villanueva, A., Quispe, P. La calidad del servicio y su influencia en la satisfacción del cliente en la empresa de venta de bienes capital LC BIOCORP S. A. C. Lima, 2021 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/30167
@misc{sunedu/3129951,
title = "La calidad del servicio y su influencia en la satisfacción del cliente en la empresa de venta de bienes capital LC BIOCORP S. A. C. Lima, 2021",
author = "Quispe Pajares, Priscila Celeste",
publisher = "Universidad Privada del Norte",
year = "2022"
}
Customer satisfaction is an important issue within the sales framework of companies, It is for this reason that strategies are currently being applied in the quality of their services in order to retain and increase the client portfolio. That is why this research aims to determine if the quality of service influences customer satisfaction in the capital goods sales company LC Biocorp S.A.C. Lima, 2021. Likewise, the research design was non-experimental and cross-correlational, in addition to having applied a survey procedure in a sample of 21 clients, it should be noted that the ServPerf measurement models were used for the Service Quality variable and ACSI for Customer Satisfaction, while the degree of influence between the variables was determined through the Cox and Snell coefficient of determination. Finally, it was determined that in the company LC Biocorp S.A.C. exist a 88% influence on the Cox and Snell indicator, with which it was concluded that the Service Quality variable should be taken into account as a cause for customer satisfaction to vary.
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