Citas bibligráficas
Pacheco, M., Pinedo, S. (2022). Calidad de servicio y la satisfacción del cliente de un restaurante de parrilladas de la ciudad de Trujillo, ante la crisis de COVID-19; 2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/30445
Pacheco, M., Pinedo, S. Calidad de servicio y la satisfacción del cliente de un restaurante de parrilladas de la ciudad de Trujillo, ante la crisis de COVID-19; 2021 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/30445
@misc{renati/513943,
title = "Calidad de servicio y la satisfacción del cliente de un restaurante de parrilladas de la ciudad de Trujillo, ante la crisis de COVID-19; 2021",
author = "Pinedo Julca, Silvana Jamilet",
publisher = "Universidad Privada del Norte",
year = "2022"
}
This research aimed to recognize the relationship between the variables Quality of service and Customer Satisfaction of a barbecue restaurant in the city of Trujillo, in the face of COVID-19, including the dimensions that will be based on the SERVPERF model for quality of the service and for the second variable (customer satisfaction) it will present the dimensions such as the level of satisfaction, perceived performance and expectations, which model will be based on the authors Tomphson (2016) and Arteaga & Gustavo (2017). The general objective of this study is to determine the relationship between the quality of service and customer satisfaction of a barbecue restaurant in the city of Trujillo, in the face of COVID-19; 2021. The methodology that will be used in this research is of a quantitative approach with a non-experimental-descriptive correlational type design, where a sample of 296 clients was applied, in addition to using the survey as a technique and, to obtain the information, it will be through an already structured questionary, as well as experts validation. The result of the present study showed a positive and moderate authentication of most of the hypotheses, determining the existence of the level of correlation between the investigated variables, since a large part of the clients of the barbecue restaurant manifested that they feel satisfied with the service provided by the company. Finally, the conclusions that were made during the course of the investigation were focused on the objectives set, in addition to elaborate the corresponding recommendations.
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