Bibliographic citations
García, R., Otiniano, M. (2025). Calidad de servicio y su relación con la satisfacción del cliente en una sucursal bancaria de la ciudad de Trujillo - 2023 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/57831
García, R., Otiniano, M. Calidad de servicio y su relación con la satisfacción del cliente en una sucursal bancaria de la ciudad de Trujillo - 2023 [Tesis]. PE: Universidad Privada Antenor Orrego; 2025. https://hdl.handle.net/20.500.12759/57831
@misc{renati/1668547,
title = "Calidad de servicio y su relación con la satisfacción del cliente en una sucursal bancaria de la ciudad de Trujillo - 2023",
author = "Otiniano García, Mariela Lizbeth",
publisher = "Universidad Privada Antenor Orrego",
year = "2025"
}
This study focuses on investigating the quality of service and its relationship with customer satisfaction in a bank branch in the city of Trujillo in the year 2023. The main objective is to identify the study sample of the quality of service of bank branches. and its relationship with customer satisfaction. During the year of study it was made up of 368 merchants. A quantitative, non-experimental research design with cross-sectional relative descriptive properties was used. To collect data, 2 questionnaires were used for each variable. The reliability of the instrument was evaluated using Cronbach's Alpha reliability test, with the coefficient of the service quality variable being 0.932 and the customer satisfaction coefficient being 0.895, indicating high internal consistency. The results show that tangibility, reliability, responsiveness and security have significant positive evaluations on customer satisfaction. The evaluation coefficients are (τ=0.891, τ=0.672, τ=0.376, τ=0.436) respectively, and the statistical significance is (0.000< 0.05), the main objective supports the acceptance of the alternative hypothesis, indicating that an improvement in the quality of services provided by banks can increase customer satisfaction. In conclusion, it is recommended that banking institutions in Trujillo pay attention to these aspects and strive to improve customers' sense of security and quality of service to ensure a positive and satisfactory experience for customers.
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