Bibliographic citations
Malpica, D., Reyes, M. (2023). La influencia de la calidad de servicio en la fidelización del consumidor de los hipermercados en el distrito de Puente Piedra en el año 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/34172
Malpica, D., Reyes, M. La influencia de la calidad de servicio en la fidelización del consumidor de los hipermercados en el distrito de Puente Piedra en el año 2021 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/34172
@misc{renati/414797,
title = "La influencia de la calidad de servicio en la fidelización del consumidor de los hipermercados en el distrito de Puente Piedra en el año 2021",
author = "Reyes Astete, Mishell Alexandra",
publisher = "Universidad Privada del Norte",
year = "2023"
}
The objective of this research was to determine the influence of service quality on consumer loyalty in hypermarkets in the district of Puente Piedra in the year 2021. Regarding the methodology, the research was quantitative, descriptive, non-experimental and cross-sectional. This study worked with two variables, one independent, which is the quality of service, and the other dependent, which is consumer loyalty. Data from the population of the district of Puente Piedra was used, which is 375,200 people. The sample consisted of 384 consumers of hypermarkets in the district of Puente Piedra, all over 18 years of age. The instrument used is the questionnaire and the technique is the survey. The first adaptation is the Service Quality Survey of the SEVQUAL model, consisting of 5 dimensions; secondly, the adaptation of the Consumer Loyalty Questionnaire of Quijano and Rojas, consisting of two dimensions, was used. The survey was developed as follows: 25 questions, 17 questions on service quality and 8 questions based on consumer loyalty, and a Likert scale for both variables. To evaluate the results obtained from the survey we used the statistical program SPSS V29, on the other hand, for the reliability of the instrument we applied Cronbach's Alpha which obtained as results a Spearman's Rho with a Significance (sig.) of 0.001 < 0.05, and a positive correlation and mean of .506 between the variables service quality and consumer loyalty. It was concluded that there are positive influences for the dimensions of service quality on customer loyalty.
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