Bibliographic citations
Mendoza, J., (2015). Dimensión del modelo Servqual que tiene mayor relevancia en la satisfacción del cliente final que compra equipos prime de la empresa Ferreyros S.A. sucursal Cajamarca en el periodo 2014 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/9585
Mendoza, J., Dimensión del modelo Servqual que tiene mayor relevancia en la satisfacción del cliente final que compra equipos prime de la empresa Ferreyros S.A. sucursal Cajamarca en el periodo 2014 [Tesis]. PE: Universidad Privada del Norte; 2015. https://hdl.handle.net/11537/9585
@misc{renati/519986,
title = "Dimensión del modelo Servqual que tiene mayor relevancia en la satisfacción del cliente final que compra equipos prime de la empresa Ferreyros S.A. sucursal Cajamarca en el periodo 2014",
author = "Mendoza Castañeda, Jhaquelin Mareli",
publisher = "Universidad Privada del Norte",
year = "2015"
}
ABSTRACT Today companies achieve market position in the long term thanks to customer feedback about the product or service they receive. It is obvious then that the company should meet your needs and expectations. So the problem is related to the lack of knowledge about customer satisfaction company Ferreyros SA, in that what determines that a client is satisfied when visiting the company is unknown, allowing an analysis is discussed and identify opportunities for improvement through Servqual model, it helps to measure customer satisfaction. The investigation focused on determining which model servqual dimension is more relevant to the end-customer satisfaction, through analysis and customer responses company Ferreyros SA, leaving aside their perceptions and expectations. The type of research that prevails in this study is descriptive and technical survey was used to obtain the information through a structured and validated (Cronbach: 0.87) questionnaire, based on the SERVQUAL scale, this was applied to a sample population of 21 customers. For data analysis was made using descriptive and inferential statistics, the statistical package of Microsoft Office Excel, and the use of statistical programs that allowed validation of data, IBM SPSS 21.0. The research results allowed to establish that customers are satisfied, giving greater prominence to the dimension of tangibility and to a lesser degree to the dimension of empathy. Finally, this study has come to the conclusion and recommendation that the company put more emphasis on the dimension of empathy, when defining aimed at improving service quality strategies, which not only can capture a larger number of customers and keep existing, or acquire leadership on competition, but rather the component parts and their stakeholders will be directly affected as well.
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