Bibliographic citations
Lema, Á., Benavides, J. (2020). Acciones postventa y la relación con la satisfacción del cliente en la categoría de restaurantes de ticket promedio medio alto en Lima Metropolitana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/656510
Lema, Á., Benavides, J. Acciones postventa y la relación con la satisfacción del cliente en la categoría de restaurantes de ticket promedio medio alto en Lima Metropolitana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/656510
@misc{renati/395988,
title = "Acciones postventa y la relación con la satisfacción del cliente en la categoría de restaurantes de ticket promedio medio alto en Lima Metropolitana",
author = "Benavides Novoa, Juan Luis",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
The present research work aims to analyze the relationship of the after-sales actions applied by companies and the relationship that exists with the satisfaction of consumers in the restaurant sector. The most relevant actions that were considered are the post-sale action of delivery, guarantee, product customization and the response capacity of the company to the consumer. To carry out the objective, a quantitative analysis will be used with the execution of 384 participants of the target audience for the development of surveys determined based on a 95% confidence level and a 5% error through a form adapted based on the Likert scale with ranges from 1 to 5 coding the levels of satisfaction from "completely dissatisfied" to "completely satisfied" respectively. It has been found that the consequence that these variables have on consumers influences their satisfaction with the company where they purchased the product or service. Within the scope and limitations found for this research, changes in consumer consumption habits, the reduction of activities in restaurants by 93.78% and the reduction of income in the sector, which are 40% of their potential despite to the delivery impulse, due to the confinement caused by SARS-CoV.19 since March 2020.
This item is licensed under a Creative Commons License