Bibliographic citations
Molina, A., (2019). Calidad De Servicio y Percepción de Satisfacción Del Cliente En El Condominio Jardines de La Católica, Lima 2019 [Tesis, Universidad Peruana de las Américas]. http://repositorio.ulasamericas.edu.pe/handle/upa/591
Molina, A., Calidad De Servicio y Percepción de Satisfacción Del Cliente En El Condominio Jardines de La Católica, Lima 2019 [Tesis]. : Universidad Peruana de las Américas; 2019. http://repositorio.ulasamericas.edu.pe/handle/upa/591
@mastersthesis{renati/4605,
title = "Calidad De Servicio y Percepción de Satisfacción Del Cliente En El Condominio Jardines de La Católica, Lima 2019",
author = "Molina Rodriguez, Anais",
publisher = "Universidad Peruana de las Américas",
year = "2019"
}
This academic research had the goal of determining the relationship between the quality of service and customer satisfaction in the people living in the Jardines de la Catolica condominium located in the district of Pueblo Libre in the city of Lima-Peru. The type of research was basic, quantitative with a non-experimental, transversal and correlational design. The technique used was the survey and the instrument used was the questionnaire which used the SERVQUAL questionnaire for quality of service and consisted of 18 items and the questionnaire used by Ñahuirima (2015) which consisted of 11 items. Both variables had a positive result having a Cronbach's Alpha of, 866 for the quality of service and ,874 for the customer satisfaction dimension. In addition, in terms of results in the statistical analysis achieved with the Pearson, a high positive correlation was achieved of ,796 with an error level of 0,01 which shows that there is a relationship between quality of service and customer satisfaction
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CALIDAD DE SERVICIO Y PERCEPCIÓN DE SATISFACCIÓN DEL CLIENTE EN EL CONDOMINIO JARDINES DE LA CATÓLICA, LIMA 2019.pdf Restricted Access | 1.68 MB | Adobe PDF | View/Open Request a copy |
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