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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"
}
Title: Calidad de servicio y satisfacción del cliente en una cafetería del distrito de Jesús María, Lima- Perú. 2020
Authors(s): Querevalu Delgado, Anyella Lizeth
Advisor(s): Medina Gamero, Aldo Rafael
Keywords: Marketing de servicios; Gestión de la calidad; Control de calidad; Calidad de servicio; Satisfacción de cliente; Servicio al cliente; Clientes internos; Procedimiento; Service quality; Customer satisfaction; Customer service; Internal customers; Procedure
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 20-Sep-2023
Institution: Universidad Privada del Norte
Abstract: Hoy en día el indicador de la calidad es imprescindible para cualquier giro de negocio, puesto que de eso depende que los clientes incluyan las empresas dentro de sus alternativas de consumo, ayudando a que las mismas sean perdurables en el tiempo. El objetivo de la investigación fue determinar la relación entre la calidad de servicio y satisfacción del cliente en una cafetería ubicada en Jesús María. El estudio se realizó con una muestra a clientes frecuentes presentes en tienda. La metodología de la investigación es correlacional no experimental y transversal. Los datos analizados se obtuvieron de dos encuestas aplicadas. Como resultado se obtuvo que existe relación entre las variables: calidad de servicio y satisfacción del cliente. La conclusión del estudio manifiesta que la calidad de servicio que brinda la empresa se viene desempeñando con éxito puesto que se obtuvo de la opinión de los clientes que un 85% de clientes están de acuerdo con la calidad ofertada en relación a las dimensiones: empatía, capacidad de respuesta y elementos tangibles respecto a la satisfacción que genera en sus clientes. Por último, se recomienda invertir en infraestructura, capacitación al personal e implementar políticas internas vinculadas a la cultura organizacional que impulsen y promuevan un entorno ideal para la fidelización de clientes.
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.
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.
Link to repository: https://hdl.handle.net/11537/36079
Discipline: Administración
Grade or title grantor: Universidad Privada del Norte. Facultad de Negocios
Grade or title: Licenciado en Administración
Juror: Dusek Paz, Magnolia; Maza Chumpitaz, Angela Giovana; Albarran Taype, Rossmery
Register date: 7-Mar-2024
This item is licensed under a Creative Commons License