Bibliographic citations
Escalante, K., (2017). Relación de la calidad de servicio con la satisfacción del usuario de la Municipalidad Provincial de Cajamarca, 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12378
Escalante, K., Relación de la calidad de servicio con la satisfacción del usuario de la Municipalidad Provincial de Cajamarca, 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12378
@misc{sunedu/2806779,
title = "Relación de la calidad de servicio con la satisfacción del usuario de la Municipalidad Provincial de Cajamarca, 2017",
author = "Escalante Tavera, Karol",
publisher = "Universidad Privada del Norte",
year = "2017"
}
The research work has as purpose to establish the relationship that exists between the quality of service and the satisfaction of the users of the Provincial Municipality of Cajamarca. For this purpose, a sample of 50 users was selected who carry out licensing procedures and plan visits. This was chosen through non-probabilistic sampling for convenience. Two instruments for the collection of information were applied. The first scale is based on the SERVQUAL model and allowed to collect information regarding the quality of service perceived by users of the Provincial Municipality of Cajamarca. The second is a trivalent scale that allowed to collect data related to user satisfaction. Through the Cronbach Alpha, reliability was established. The quality of service scale reached a coefficient of 0.917, while that of user satisfaction reached 0.803. The results show a significant relationship between both variables and between the first variable and the dimensions of the second variable. Such results contrast with specialists who point out that user satisfaction depends on the quality of service anyway.
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