Citas bibligráficas
Quiroz, M., Taboada, K. (2018). La calidad de servicio y su relación con el nivel de satisfacción de los clientes externos de la empresa Yomiqui Comercializadora & Servicios Digitales E. I. R. L., Trujillo, 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13284
Quiroz, M., Taboada, K. La calidad de servicio y su relación con el nivel de satisfacción de los clientes externos de la empresa Yomiqui Comercializadora & Servicios Digitales E. I. R. L., Trujillo, 2017 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13284
@misc{renati/523092,
title = "La calidad de servicio y su relación con el nivel de satisfacción de los clientes externos de la empresa Yomiqui Comercializadora & Servicios Digitales E. I. R. L., Trujillo, 2017",
author = "Taboada Pesantes, Karen Giuliana",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The goal of this investigation was to measure the quality satisfaction level of the services on Yomiqui Comercializadora & Servicios Digitales E.I.R.L, Trujillo 2017. Therefore, our research is non-experimental, transversal and descriptive correlational since none of the variables were manipulated and they were collected in a single moment. For the quality service variable, it was used a research instrument based on the Servperf model created by Cronin and Taylor, which was adapted to the needs of the company; and another instrument for the customer satisfaction variable. They were applied using the survey technique to a sample of 80 external customers registered in the formal database of the company and all of them older than three business years. As a result, it was found that 86.3% of respondents perceive a high level of service quality and 57.5% perceive a regular level of satisfaction. It has been concluded that the study variables have a strong correlation and direct relationship, given that the Pearson correlation statistic obtained was 0.789, confirming the hypothesis of our investigation.
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