Citas bibligráficas
Perez, M., Rossi, M. (2020). Atributos de la experiencia de servicio en relación con la satisfacción del cliente e intención de comportamiento en restaurantes temáticos Retro’s de Lima Metropolitana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/655228
Perez, M., Rossi, M. Atributos de la experiencia de servicio en relación con la satisfacción del cliente e intención de comportamiento en restaurantes temáticos Retro’s de Lima Metropolitana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/655228
@misc{renati/394530,
title = "Atributos de la experiencia de servicio en relación con la satisfacción del cliente e intención de comportamiento en restaurantes temáticos Retro’s de Lima Metropolitana",
author = "Rossi Schenone, Maurizio Stefano",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
The purpose of this research work is to measure the attributes of the service experience in relation to customer satisfaction and intention to behave in Retro's themed restaurants in Metropolitan Lima. This allows us to understand how the consumer, when going to a thematic restaurant establishment, perceives the attributes of the experience, leading him to generate satisfaction and, later, to an intention of favorable or unfavorable behavior. Regarding the methodology, it was of a non-correlational quantitative nature, which was carried out through surveys using non-probabilistic sampling. For the elaboration of the questionnaire, it was divided into seven parts (demographic questions, quality of service, quality of food, atmosphere, authenticity, customer satisfaction and behavioral intention. In addition, the questionnaire was worked with the likert scale from 1 to 7 and from 1 to 5. It should be noted that the questionnaire has an extension of 46 questions, which allows us to understand more precisely the needs, preferences and perceptions of the consumer.
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