Bibliographic citations
Ramos, C., (2024). Comparación de la calidad del servicio en una empresa de entretenimiento con dos sedes en la ciudad de Chiclayo, 2023 [Universidad Católica Santo Toribio de Mogrovejo]. http://hdl.handle.net/20.500.12423/7848
Ramos, C., Comparación de la calidad del servicio en una empresa de entretenimiento con dos sedes en la ciudad de Chiclayo, 2023 []. PE: Universidad Católica Santo Toribio de Mogrovejo; 2024. http://hdl.handle.net/20.500.12423/7848
@misc{renati/1106939,
title = "Comparación de la calidad del servicio en una empresa de entretenimiento con dos sedes en la ciudad de Chiclayo, 2023",
author = "Ramos Samillan, Carlos Andres",
publisher = "Universidad Católica Santo Toribio de Mogrovejo",
year = "2024"
}
The quality of service that customers expect from entertainment companies with two or more branches should be at the same level since the implemented strategies are identical; therefore, this research work was conducted with the main objective of comparing the quality of service in an entertainment company with branches in two shopping centers in the city of Chiclayo, 2023. The research methodology followed a quantitative approach with a non experimental and descriptive-comparative design. The sample consisted of 770 customers who were surveyed using a Likert scale based on the service quality variable, employing the Multidimensional Hierarchical model by Brady and Cronin. The statistical technique used was Cronbach's Alpha, which indicated that the constructs have a good level of reliability. Similarly, the obtained results were demonstrated using the Mann-Whitney U Test = 4 and the Kruskall Wallis Test = 10.57, which revealed differences in the quality of service between the branches in two shopping centers belonging to an entertainment company in the city of Chiclayo.
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