Citas bibligráficas
Bravo, L., Radunovic, X. (2021). Calidad de servicio e imagen de marca en relación con la satisfacción del consumidor en coffee shops en el periodo de pandemia [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/658997
Bravo, L., Radunovic, X. Calidad de servicio e imagen de marca en relación con la satisfacción del consumidor en coffee shops en el periodo de pandemia [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/658997
@misc{renati/398562,
title = "Calidad de servicio e imagen de marca en relación con la satisfacción del consumidor en coffee shops en el periodo de pandemia",
author = "Radunovic Salas, Ximena Natalia",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
The Covid 19 pandemic has brought about changes in consumer behavior in the cafeteria industry. To avoid contagion in establishments, coffee shops have chosen to take a series of precautions to provide security for consumers and maintain their businesses. This research carries out the analysis of the most relevant new characteristics of consumers reflected in their behavior, obtaining as a result the incentive or reduction of their consumption in coffee shops. Through a compilation of information, the performance of the quality of service and image of the brand is analyzed, variables that are influenced by certain aspects such as hygiene and sanitation measures, forming part of the expectations of consumers that later become part of the satisfaction they have with the brand. The findings of this research reveal that there is a perceived risk on the part of customers when attending public places for fear of the spread of Covid 19, but these risks are mitigated with the measures implemented by each of the establishments , causing a positive impact on the performance of the quality of service and improving the behavior of consumers, who can adapt to the new normal.
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