Citas bibligráficas
Saavedra, V., (2018). La calidad del servicio y su relación con la satisfacción del cliente en una institución educativa de Trujillo, 2016 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/21749
Saavedra, V., La calidad del servicio y su relación con la satisfacción del cliente en una institución educativa de Trujillo, 2016 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/21749
@mastersthesis{renati/411144,
title = "La calidad del servicio y su relación con la satisfacción del cliente en una institución educativa de Trujillo, 2016",
author = "Saavedra Rosas, Verseli Hobby",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The present research work was carried out in order to determine the relationship between quality of service, customer satisfaction in an Educational Institution of Trujillo, which contributes to the organization of continuous improvement actions based on information, valuing that the quality of service is a fundamental aspect that will lead to the failure or excellence of companies. The methodology applied in the study corresponds to a quantitative approach, correlational level, non-experimental design and cross-section, the technique used is the survey using the questionnaire instrument, which was designed based on the SERVQUAL model and applied to 92 clients of the Educational Institution of Trujillo. In addition, the Spearman correlation coefficient was used to determine the degree of association between the variables. It was determined that the data of the variables do not present normal distribution, therefore, to prove the research hypothesis, the Spearman correlation will be used and since the P value is less than 0.05, then the null hypothesis is rejected and it is concluded that, if there is a relationship of quality of service with customer satisfaction in an Educational Institution of Trujillo, 2016. The results of the investigation allowed to establish that there is a significant correlation between the quality of the Service and the Satisfaction of the client of the Educational Institution, it is concluded that the quality of service is given on a regular basis, and has a low but significant relationship with the customer satisfaction, (rho = 0.339) and (p = 0.001). In short, it is recommended that those responsible for the Educational Institution of Trujillo, periodically make measurements of the perception expressed by customers about the quality of service, to identify the failures that the company is having and to plan strategies to achieve the desired level of customer satisfaction.
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