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Valencia, D., (2023). Calidad de servicio y satisfacción del cliente en un centro comercial de Lima Norte, 2023 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/35652
Valencia, D., Calidad de servicio y satisfacción del cliente en un centro comercial de Lima Norte, 2023 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/35652
@misc{renati/443272,
title = "Calidad de servicio y satisfacción del cliente en un centro comercial de Lima Norte, 2023",
author = "Valencia Reynoso, Diego Sebastian",
publisher = "Universidad Privada del Norte",
year = "2023"
}
Title: Calidad de servicio y satisfacción del cliente en un centro comercial de Lima Norte, 2023
Authors(s): Valencia Reynoso, Diego Sebastian
Advisor(s): Robles Fabian, Daniel Amadeo
Keywords: Calidad; Servicio al cliente; Satisfacción del cliente; Centros comerciales; Globalización; Quality; Service; Satisfaction; Customer; Globalization
OCDE field: https://purl.org/pe-repo/ocde/ford#5.02.04
Issue Date: 23-Oct-2023
Institution: Universidad Privada del Norte
Abstract: El presente trabajo pretende saber ¿qué relación existe entre la calidad de servicio y la satisfacción del cliente en un centro comercial de Lima Norte, 2023?, como el objetivo general de la investigación. En cuanto a la metodología, la investigación es de tipo aplicada, desarrollada con un enfoque cuantitativo, de diseño no experimental, de corte transversal y de nivel correlacional. El tamaño muestral es de 384 clientes recurrentes de un centro comercial de Lima Norte, como unidad de estudio, de los cuales provienen de una población infinita del distrito de Comas, estadísticamente hablando, se aplicó como técnica la encuesta, usando como instrumento el cuestionario con escala de Likert y de modelo Servperf. Entre los principales resultados se aplicó la prueba estadística de Rho Spearman, cuyo coeficiente 0.806 indica una relación positiva alta o muy fuerte entre las variables de estudio con una significancia menor al 0.05. En conclusión, el trabajo de investigación comprueba la relación entre las variables de estudios y las dimensiones Capacidad de Respuesta, Fiabilidad y Empatía con la Satisfacción del Cliente. Se justificó en la teoría, práctica y metodología para su desarrollo.
This work aims to know what relationship exists between service quality and customer satisfaction in a shopping center in Lima Norte, 2023? as the general objective of the research. Regarding the methodology, the research is of an applied type, developed with a quantitative approach, non-experimental design, cross-sectional and correlational level. The sample size is 384 recurring customers of a shopping center in Lima Norte, as a study unit, of which come from an infinite population of the Comas district, statistically speaking, the survey was applied as a technique, using the questionnaire as an instrument with Likert scale and Servperf model. Among the main results, the Rho Spearman statistical test was applied, whose coefficient of 0.806 indicates a high or very strong positive relationship between the study variables with a significance of less than 0.05. In conclusion, the research work verifies the relationship between the study variables and the dimensions of Responsiveness, Reliability and Empathy with Customer Satisfaction. It was justified in the theory, practice and methodology for its development.
This work aims to know what relationship exists between service quality and customer satisfaction in a shopping center in Lima Norte, 2023? as the general objective of the research. Regarding the methodology, the research is of an applied type, developed with a quantitative approach, non-experimental design, cross-sectional and correlational level. The sample size is 384 recurring customers of a shopping center in Lima Norte, as a study unit, of which come from an infinite population of the Comas district, statistically speaking, the survey was applied as a technique, using the questionnaire as an instrument with Likert scale and Servperf model. Among the main results, the Rho Spearman statistical test was applied, whose coefficient of 0.806 indicates a high or very strong positive relationship between the study variables with a significance of less than 0.05. In conclusion, the research work verifies the relationship between the study variables and the dimensions of Responsiveness, Reliability and Empathy with Customer Satisfaction. It was justified in the theory, practice and methodology for its development.
Link to repository: https://hdl.handle.net/11537/35652
Discipline: Administración
Grade or title grantor: Universidad Privada del Norte. Facultad de Negocios
Grade or title: Licenciado en Administración
Juror: Aguirre Pérez, Olga Paola; Gamarra López, Roberto; Sánchez Povis, Abelardo
Register date: 19-Jan-2024
This item is licensed under a Creative Commons License