Bibliographic citations
Quispe, W., Rojas, S. (2021). Características de la calidad de servicio en el área de postventa en una agencia financiera automotriz ubicada en el mall del sur - Lima 2019 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/29293
Quispe, W., Rojas, S. Características de la calidad de servicio en el área de postventa en una agencia financiera automotriz ubicada en el mall del sur - Lima 2019 [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/29293
@misc{renati/451306,
title = "Características de la calidad de servicio en el área de postventa en una agencia financiera automotriz ubicada en el mall del sur - Lima 2019",
author = "Rojas Baldeon, Sandra",
publisher = "Universidad Privada del Norte",
year = "2021"
}
The research, whose title is Characteristics of the Quality of Service in the After-sales area in an automotive financial agency located in the Mall del Sur - Lima 2019, aims to establish what are the characteristics of the quality of service in the after-sales area in an automotive finance agency located in the Mall del Sur - Lima 2019. The methodology used was a qualitative approach with a cross-sectional design and a descriptive level with a non-experimental design. For the research, statistical tools and data collection from primary and secondary sources were used, in addition a form based on the SERVQUAL model was used, which consists of 5 dimensions: Reliability, responsiveness, security, empathy and tangible elements, a model that It helped to identify the expectations and perceptions of the users in relation to the services provided by the automotive finance company, as well as to establish the levels of the quality of the service. The population was established from customers in the after-sales area of the automotive financial agency located in the mall del sur - Lima 2019. The sample was non-probabilistic, since the number of units that make it up is accessible in its entirety and by this was not necessary to extract a sample. The instrument used was a survey, applied to selected clients in the population. In conclusion, the level of customer satisfaction, availability and reliability were identified, where it was possible to establish the characteristics of the quality of service, as well as opportunities for improvement.
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