Bibliographic citations
Ojeda, Z., (2024). Factores que se relacionan con la calidad del servicio que brinda el laboratorio dental Akira en el distrito de Santa Anita – Lima, 2018 [Universidad Nacional de Educación Enrique Guzmán y Valle]. https://repositorio.une.edu.pe/handle/20.500.14039/10551
Ojeda, Z., Factores que se relacionan con la calidad del servicio que brinda el laboratorio dental Akira en el distrito de Santa Anita – Lima, 2018 []. PE: Universidad Nacional de Educación Enrique Guzmán y Valle; 2024. https://repositorio.une.edu.pe/handle/20.500.14039/10551
@mastersthesis{renati/1022963,
title = "Factores que se relacionan con la calidad del servicio que brinda el laboratorio dental Akira en el distrito de Santa Anita – Lima, 2018",
author = "Ojeda Espiritu, Zarela Liza",
publisher = "Universidad Nacional de Educación Enrique Guzmán y Valle",
year = "2024"
}
The objective of this research work is to demonstrate if there is a relationship between factors and quality of service provided by the Akira dental laboratory in the Santa Anita – Lima district during the year 2018. This work is descriptive-correlational with a non-experimental cross-section. A census sample made up of 120 patients who attended the different dental clinics to which the Akira dental laboratory provides services was considered, using as an instrument two questionnaires on a Likert scale of 15 items each, which was truly validated with a result of 0.792. , structured on the basis of the following dimensions: product quality, efficiency and effectiveness to measure the variable factors; the service quality variable covering the dimensions: loyalty and types of customers. To contrast the main and specific hypotheses, Spearman's Rho was used. The SPSS system was used in the statistical analysis, the results being: a degree of acceptance of 50% for the factors variable compared to 41.6% for the service quality variable. This concludes the existence of a high relationship between factors and service quality.
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