Bibliographic citations
Diaz, K., (2024). Calidad del servicio y su influencia en la satisfacción del cliente del restaurante El Rincón del Pato, Lambayeque, 2023 [Universidad Católica Santo Toribio de Mogrovejo]. http://hdl.handle.net/20.500.12423/7960
Diaz, K., Calidad del servicio y su influencia en la satisfacción del cliente del restaurante El Rincón del Pato, Lambayeque, 2023 []. PE: Universidad Católica Santo Toribio de Mogrovejo; 2024. http://hdl.handle.net/20.500.12423/7960
@misc{renati/1107045,
title = "Calidad del servicio y su influencia en la satisfacción del cliente del restaurante El Rincón del Pato, Lambayeque, 2023",
author = "Diaz Trigoso, Karla Alejandra",
publisher = "Universidad Católica Santo Toribio de Mogrovejo",
year = "2024"
}
The purpose of this research was to determine the influence of service quality on customer satisfaction at “El Rincón del Pato” restaurant in Lambayeque, during the year 2023, This place is well known and very popular by visitors and residents of the city of Lambayeque. With regards to service quality, it was based on the theoretical framework of the Servperf model, and respect to customer satisfaction was the model proposed by Mejías and Manrique. The study sample included a total of 385 units of analysis. It´s like that, the results reflect the influence between both variables, the most significant was the influence of the dimensions of service quality on customer satisfaction, focusing on the safety dimension of the restaurant, in despite of its high good customer rating which were surveyed. That was not a determining factor for their satisfaction. Instead, it appears to be an implicit expectation rather than a crucial differentiator in their experience, as other factors have a more direct impact on customer satisfaction.
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