Bibliographic citations
Alvarez, P., (2020). Calidad de servicio y su incidencia en la lealtad del cliente de la empresa Grupo Multiservis S.R.L de la ciudad de Cajamarca [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/24303
Alvarez, P., Calidad de servicio y su incidencia en la lealtad del cliente de la empresa Grupo Multiservis S.R.L de la ciudad de Cajamarca [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/24303
@mastersthesis{renati/508884,
title = "Calidad de servicio y su incidencia en la lealtad del cliente de la empresa Grupo Multiservis S.R.L de la ciudad de Cajamarca",
author = "Alvarez Cabrera, Paola Consuelo",
publisher = "Universidad Privada del Norte",
year = "2020"
}
This research seeks to determine the relationship between the Quality of Service and customer loyalty, Cajamarquina Group Multiservis SRL company, a leading company in the sector and whose offer is currently focused on the Corporate Taxi service, it is important to mention that the quality of service includes both the tangible and intangible elements that consumers perceive when receiving a service and is one of the most important variables in the formulation of marketing strategies and in turn loyalty allows knowing the intention or decision that assumes the consumer before the stimulus quality of service. The applied research methodology corresponded to a cross-sectional quantitative study of the descriptive-correlational type. The survey method was used to obtain the information through a structured and validated questionnaire, based on the Model Proposed by Bahia and Nantel in 2000 for mixed services such as banking and transportation. To measure loyalty, a questionnaire was prepared, which has 31 items whose research results show a high direct relationship between quality of service and customer loyalty (R = 0.66 Pearson correlation index); demonstrating the relationship between the 6 dimensions of quality of service (Tangible, Accessibility, Price, Effectiveness and security, File of services, Reliability) with the two dimensions of customer loyalty (Behavior loyalty, Attitudinal loyalty).
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