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Zamata, M., (2023). Calidad de servicio y decisión de compra del consumidor de una empresa comercial de Lima, 2023 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/35992
Zamata, M., Calidad de servicio y decisión de compra del consumidor de una empresa comercial de Lima, 2023 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/35992
@misc{renati/421888,
title = "Calidad de servicio y decisión de compra del consumidor de una empresa comercial de Lima, 2023",
author = "Zamata Morales, Monserrate Carolina",
publisher = "Universidad Privada del Norte",
year = "2023"
}
Title: Calidad de servicio y decisión de compra del consumidor de una empresa comercial de Lima, 2023
Authors(s): Zamata Morales, Monserrate Carolina
Advisor(s): Bacigalupo Lago, Raul Santiago
Keywords: Calidad total; Servicio al cliente; Compra; Toma de decisiones; Empresas comerciales; Quality of service; Purchasing decision process; Total quality; Trading company
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 17-Nov-2023
Institution: Universidad Privada del Norte
Abstract: La presente investigación tiene como objetivo determinar la relación entre la calidad de servicio y la decisión de compra del consumidor de una empresa comercial de Lima, 2023. Se utilizo una metodología de tipo básica, con enfoque cuantitativo, de diseño no experimental, con un alcance descriptivo – correlacional y de corte transversal. La muestra estuvo conformada por 384 clientes de la empresa comercial; a los cuales se le aplico un cuestionario compuesto por 18 ítems y con una confiabilidad de Alfa de Cronbach igual a 0,921. Los resultados se presentan en 3 etapas, la estadística descriptiva, las pruebas de normalidad y la prueba de hipótesis mediante el estadígrafo Rho de Spearman. Los resultados arrojaron un coeficiente de Rho de Spearman igual a 0,817 y un p-valor igual a 0,000, concluyendo que existe una relación significativa positiva muy fuerte entre la calidad de servicio y decisión de compra del consumidor de una empresa comercial, 2023. Los clientes precisan que la calidad de servicio se relaciona con su decisión de compra, considerando aspectos como la calidad funcional, calidad relacional, calidad tangible, satisfacción del cliente y lealtad.
The present investigation aims to determine the relationship between the quality of service and the purchase decision of the consumer of a commercial company of Lima, 2023. A basic methodology was used, with a quantitative approach, of non-experimental design, with a descriptive scope - correlational and cross-sectional. The sample consisted of 384 customers of the commercial company; to which a questionnaire composed of 18 items was applied and with a reliability of Cronbach's Alpha equal to 0.921. The results are presented in 3 stages, descriptive statistics, normality tests and hypothesis test using Spearman's Rho statistician. The results showed a Spearman's Rho coefficient equal to 0.817 and a p-value equal to 0.000, concluding that there is a very strong positive significant relationship between the quality of service and consumer purchase decision of a commercial company, 2023. Customers say that quality of service relates to their purchasing decision, considering aspects such as functional quality, relational quality, tangible quality, customer satisfaction and loyalty.
The present investigation aims to determine the relationship between the quality of service and the purchase decision of the consumer of a commercial company of Lima, 2023. A basic methodology was used, with a quantitative approach, of non-experimental design, with a descriptive scope - correlational and cross-sectional. The sample consisted of 384 customers of the commercial company; to which a questionnaire composed of 18 items was applied and with a reliability of Cronbach's Alpha equal to 0.921. The results are presented in 3 stages, descriptive statistics, normality tests and hypothesis test using Spearman's Rho statistician. The results showed a Spearman's Rho coefficient equal to 0.817 and a p-value equal to 0.000, concluding that there is a very strong positive significant relationship between the quality of service and consumer purchase decision of a commercial company, 2023. Customers say that quality of service relates to their purchasing decision, considering aspects such as functional quality, relational quality, tangible quality, customer satisfaction and loyalty.
Link to repository: https://hdl.handle.net/11537/35992
Discipline: Administración
Grade or title grantor: Universidad Privada del Norte. Facultad de Negocios
Grade or title: Licenciado en Administración
Juror: Sanchez Povis, Abelardo Favio; Alvarado Yupanqui, Luis Jose; Silvera Arcos, Susan Madeleine
Register date: 26-Feb-2024
This item is licensed under a Creative Commons License