Citas bibligráficas
Querevalu, A., (2023). Calidad de servicio y satisfacción del cliente en una cafetería del distrito de Jesús María, Lima- Perú. 2020 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/36079
Querevalu, A., Calidad de servicio y satisfacción del cliente en una cafetería del distrito de Jesús María, Lima- Perú. 2020 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/36079
@misc{renati/431337,
title = "Calidad de servicio y satisfacción del cliente en una cafetería del distrito de Jesús María, Lima- Perú. 2020",
author = "Querevalu Delgado, Anyella Lizeth",
publisher = "Universidad Privada del Norte",
year = "2023"
}
Nowadays, the quality indicator is essential for any line of business, since it depends on whether customers include companies in their consumption alternatives, helping them to last over time. The objective of the research was to determine the relationship between service quality and customer satisfaction in a cafeteria in Jesús María. The study was carried out with a sample of customers present in the store. The methodology of non-experimental and transversal correlational research. The data analyzed was obtained from two surveys administered. As a result, it was obtained that there is a relationship between the variables: service quality and customer satisfaction. The conclusion of the study shows that the quality of service provided by the company has been performing successfully since it was obtained from the opinions of the clients that 85% of clients agree with the quality offered in relation to the dimensions: empathy, responsiveness and tangible elements regarding the satisfaction it generates in its clients. Finally, it is recommended to invest in infrastructure, staff training and implement internal policies linked to the organizational culture that drive and promote an ideal environment for customer loyalty.
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