Guija, J., Rosales, J., Polanco, M., Aguilar, R. (2017). Calidad en el servicio en el sector cines en Lima [Tesis, Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/9580
Guija, J., Rosales, J., Polanco, M., Aguilar, R. Calidad en el servicio en el sector cines en Lima [Tesis]. PE: Pontificia Universidad Católica del Perú; 2017. http://hdl.handle.net/20.500.12404/9580
title = "Calidad en el servicio en el sector cines en Lima",
author = "Aguilar Esteban, Rudy",
publisher = "Pontificia Universidad Católica del Perú",
year = "2017"
Quality of service is one of the most relevant aspects for the organizations, however, there's not a validated method for the evaluation of it, in the same way there aren't investigations referring to the SERVQUAL model beyond practical descriptive applications. This research sought to validate the model, particularly in the Metropolitan Lima cinemas sector. A survey was carried out on a representative sample of users of the service where information regarding their perception and expectation was obtained. Later, we proceeded to analyze the relationships between dimensions and service quality by contrasting hypotheses to finally validate the model using the technique of linear regression. The research provides information on the service delivered in the cinemas sector in Metropolitan Lima and a description of the result in a quantitative way, where a final qualification of the sector was provided, which for purposes of applications serves as general diagnosis, in addition offers a series of conclusions and recommendation practices with respect to the sector to be used by companies that have a business model that suits those who have been involved in the researchhave been involved in the research
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