Citas bibligráficas
Arriz, D., (2017). Nivel de satisfacción de la calidad de servicio al cliente en la Industria Alimentaria Huacariz S. A. C. a través del modelo SERVQUAL en el año 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12666
Arriz, D., Nivel de satisfacción de la calidad de servicio al cliente en la Industria Alimentaria Huacariz S. A. C. a través del modelo SERVQUAL en el año 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12666
@misc{renati/1690223,
title = "Nivel de satisfacción de la calidad de servicio al cliente en la Industria Alimentaria Huacariz S. A. C. a través del modelo SERVQUAL en el año 2017",
author = "Arriz Bardales, Diego Alfredo",
publisher = "Universidad Privada del Norte",
year = "2017"
}
In the present investigation, the level of satisfaction of the quality of service to the client in the food industry Huacariz S.A.C. Through the Servqual model in 2017, this model measures dimensions such as: tangibility, reliability, responsiveness, security, empathy, in order to determine weaknesses and potentiate the impact of the activities and products of this company. The purpose of this study is to demonstrate the needs of the clients, to provide good value added solutions and a level of excellence that satisfies them, and in this way guarantee their loyalty and maximize the value generated by each of the customers who visit the company. As more outstanding results it was obtained that the dimension that more relevance has in the customers of the food industry Huacariz S.A.C. in 2017 it is the response capacity dimension. The level of satisfaction of the quality in each one of the dimensions is of high index, since it was evaluated by means of a survey with their respective indicators of each dimension, which as results was obtained that in the dimension of response capacity has a 21 % of relevance in customer satisfaction, 20% the reliability dimension, 20% the security dimension, 20% the Empathy dimension and 19% the tangibility dimension.
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