Bibliographic citations
Claudio, C., Sanchez, V. (2023). La calidad de servicio y su relación en la satisfacción de los clientes del rubro retail que residen en Los Olivos, 2023 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/34168
Claudio, C., Sanchez, V. La calidad de servicio y su relación en la satisfacción de los clientes del rubro retail que residen en Los Olivos, 2023 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/34168
@misc{renati/429748,
title = "La calidad de servicio y su relación en la satisfacción de los clientes del rubro retail que residen en Los Olivos, 2023",
author = "Sanchez Manrique, Victor Manuelle",
publisher = "Universidad Privada del Norte",
year = "2023"
}
The study was developed in order to determine the relationship that exists between the quality of service and the satisfaction of the customers of the retail sector that reside in Los Olivos, 2023. Therefore, the methodology involved a quantitative approach with a non-experimental and scope design. correlational; Its population was made up of 343,878 inhabitants of the Los Olivos district and the sampling was probabilistic (MAS), applying exclusion criteria, a sample of 384 clients was found. The technique was the survey and the instrument was two questionnaires for each variable, regarding the reliability of the results, Cronbach's alpha was applied, obtaining .811 for quality of service and .767 for customer satisfaction. Using the Kolmogorov-Smirnov normality test, the distribution of the results was verified, in which there was no normal distribution in this sense, Spearman's Rho was applied as a non-parametric test, then the result was that there is a direct relationship between the quality of service and customer satisfaction, since the coefficient had a value of r = .816, this means that the quality of service offered in retail stores is directly linked to satisfying customers.
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