Citas bibligráficas
Bejarano, R., Gala, K. (2023). Calidad del servicio en una tienda ortopédica, ubicada en el distrito de Surco, Lima – Perú, año 2023 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/36075
Bejarano, R., Gala, K. Calidad del servicio en una tienda ortopédica, ubicada en el distrito de Surco, Lima – Perú, año 2023 [Tesis]. PE: Universidad Privada del Norte; 2023. https://hdl.handle.net/11537/36075
@misc{renati/512944,
title = "Calidad del servicio en una tienda ortopédica, ubicada en el distrito de Surco, Lima – Perú, año 2023",
author = "Gala Vilchez, Kristell Leonor",
publisher = "Universidad Privada del Norte",
year = "2023"
}
The general objective of this study is to identify how the five dimensions are developed, which are: Tangible element, reliability, security, capacity of answer and empathy in the quality of service in an orthopedic store in the district of Surco, Lima- Peru, two thousand twenty-three. In the methodology, the research design is quantitative descriptive where the population was made up of two hundred clients. The technique was used through surveys with a total of one hundred and thirty-two employees of the entity. In addition, the instrument was validated through questionnaires using IBM SPSS Statistics software as data analysis. Thus, the results obtained can be displayed respectively in the following graphs and tables. In the results, within the quality of service a high percentage of 66.67% was achieved, being a good level. In the dimension of tangible elements, they showed a percentage of 59.85% of clients who consider a good level as the first dimension. Likewise, in the reliability dimension, the percentage was 59.09%. On the other hand, in the security dimension, a percentage of 61.36% was obtained. Then, in the dimension of responsiveness, a percentage of 57.58% was achieved, giving an optimal level regarding this dimension. Finally, in the empathy dimension, a high percentage of 65.15% was achieved, resulting in a good result. Consequently, it was concluded that service quality obtained the highest percentage, followed by the empathy dimension, continuing by the security dimension; and, finally, with less strength the dimension of capacity and response. With all this, the general research question is answered.
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