Citas bibligráficas
Condor, R., Salcedo, R. (2023). Análisis de la calidad de servicio en la estética Pamela Unisex, San Juan de Lurigancho-Lima, 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/36284
Condor, R., Salcedo, R. Análisis de la calidad de servicio en la estética Pamela Unisex, San Juan de Lurigancho-Lima, 2021 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/36284
@misc{renati/447393,
title = "Análisis de la calidad de servicio en la estética Pamela Unisex, San Juan de Lurigancho-Lima, 2021",
author = "Salcedo Avila, Roxana Fabiola",
publisher = "Universidad Privada del Norte",
year = "2023"
}
In the present investigation, the objective was to determine the characteristics of the quality of the service in the Pamela Unisex Aesthetics in San Juan de Lurigancho, Lima 2021, under the dimensions; reliability, security, tangible elements, responsiveness and empathy. The research methodology is quantitative with a descriptive scope and with a non-experimental cross-sectional design. A sample of 352 clients was used. A Likert scale instrument was applied for the service quality variable under the SERVQUAL model distributed in 5 dimensions, the questionnaire consists of 32 questions, each one is rated on a scale from 1 to 5, with 1 being the lowest and 5 the lowest. highest. The results were measured through the standard deviation and it was concluded that the quality of service in the Aesthetic Pamela Unisex, San Juan de Lurigancho, has a medium level with (76.1%), and the dimensions such as reliability are at a medium level. with (68.5%), security at a medium level (75.9%), tangible elements with a medium level (64.2%), responsiveness at a medium level (70.7%) and empathy at a medium level with (66.8%). In conclusion, clients consider that the quality of service in the Pamela Unisex aesthetics does not meet certain expectations, because some deficiencies were found and currently they continue in the process of improvements.
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