Citas bibligráficas
Guerrero, R., Ubillus, T. (2020). Los factores intrínsecos y extrínsecos de la Motivación en la Calidad de servicio de los clientes internos y externos del sector restaurantes Lima Centro, 2019 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/654657
Guerrero, R., Ubillus, T. Los factores intrínsecos y extrínsecos de la Motivación en la Calidad de servicio de los clientes internos y externos del sector restaurantes Lima Centro, 2019 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/654657
@misc{renati/393706,
title = "Los factores intrínsecos y extrínsecos de la Motivación en la Calidad de servicio de los clientes internos y externos del sector restaurantes Lima Centro, 2019",
author = "Ubillus Vargas, Thalia",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
This present research studies the influence of motivation on the quality of service of the restaurant sector belonging to the small business segment in the districts of Miraflores and Santiago de Surco, 2019. During the investigation, it was determined that motivation is an essential factor in the collaborators, since it promotes a better development of performance reflected in an optimal quality of service to the consumer. The research corresponds to the non-experimental type and has a quantitative approach. Two survey models were developed for data collection on the Likert scale, consisting of seven categories. The sample was also made up of 385 internal customers (collaborators) and 385 external customers (consumers). The DINESERV measuring scale consisting of 29 items was used to measure service quality. After conducting the surveys, all data was entered into the Microsoft Excel tool and the IBM SPSS program (version 22) to process the data and represent them through graphs and statistical tests. The results of the research conclude with a strong positive correlation coefficient which shows that the motivation of the collaborators influences significantly the quality of service to the consumers. It is also demonstrated that intrinsic and extrinsic factors of motivation have positive effects on the variable quality of service.
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