Bibliographic citations
Sanchez, L., (2024). La calidad del servicio y su relación con la satisfacción de los consumidores en Torobit Restaurant Chicken Grill, Laredo - 2023 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/38298
Sanchez, L., La calidad del servicio y su relación con la satisfacción de los consumidores en Torobit Restaurant Chicken Grill, Laredo - 2023 [Tesis]. PE: Universidad Privada del Norte; 2024. https://hdl.handle.net/11537/38298
@misc{renati/1674791,
title = "La calidad del servicio y su relación con la satisfacción de los consumidores en Torobit Restaurant Chicken Grill, Laredo - 2023",
author = "Sanchez Huaman, Lalita Raquel",
publisher = "Universidad Privada del Norte",
year = "2024"
}
At the Torobit Chicken Grill restaurant, where the main purpose is to find the connection between service quality and consumer satisfaction. Therefore, this research has a quantitative approach, with a non-experimental-descriptive design. The study as a data collection technique, was applied to a sample of 384 consumers, from an infinite population. The research stated on two variables, the dependent variable consumer satisfaction which is made up of three dimensions: Consumer Expectations, Perceived Performance and Consumer Conformity; and the independent variable service quality, which is made up of five dimensions: Reliability, Responsiveness, Security, Empathy and Tangible elements. The data were processed through computer programs such as Excel and SPSS 25, in order to validate the data, the proposed hypothesis and determine the correlation between both variables, therefore, to verify the validation of the instrument, Cronbach's alpha was applied, obtaining as result .837; thus deducing that it is a good indicator and that the questionnaires are reliable, Spearman's Rho correlation was then used, resulting in .785 and a sig. bilateral of ,000; thus stating that there is a high positive correlation between both variables in the Torobit Chicken Grill restaurant, 2023.
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