Citas bibligráficas
Barja, O., Zapana, S. (2022). Calidad de servicio percibida por los afiliados que residen en San Miguel, de una empresa administradora de fondo de pensiones, Lima - 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/31405
Barja, O., Zapana, S. Calidad de servicio percibida por los afiliados que residen en San Miguel, de una empresa administradora de fondo de pensiones, Lima - 2021 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/31405
@misc{renati/414074,
title = "Calidad de servicio percibida por los afiliados que residen en San Miguel, de una empresa administradora de fondo de pensiones, Lima - 2021",
author = "Zapana Gomez, Sindy Guisela",
publisher = "Universidad Privada del Norte",
year = "2022"
}
In the present investigation, the main objective was determined to describe the level of quality of service perceived by members residing in the district of San Miguel, of a pension fund management company, Lima - 2021. Regarding the methodology, the type of research is descriptive, with a non-experimental, transactional design. For data collection, the Cronin & Taylor Serperf Scale model was applied to a sample of 377 affiliates. As a measurement instrument, a questionnaire of 22 questions was made, with the dimensions of: Reliability, Response Capacity, Security, Empathy and Tangible Elements were evaluated. The results showed that 82% of affiliates rated the quality of service as high, 18% medium and there was no percentage recorded in the perception of low level. This result is based on the fact that the evaluation carried out by the affiliates is high in most of the dimensions. Finally, this investigation concludes that the affiliates are satisfied with the service provided by a private pension fund management company, so it is necessary to highlight that the objectives of the investigation were reached.
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