Bibliographic citations
Jaramillo, N., García, G. (2019). Calidad del servicio y su incidencia en la satisfacción del cliente de la empresa Uk Vivential, Trujillo 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/22325
Jaramillo, N., García, G. Calidad del servicio y su incidencia en la satisfacción del cliente de la empresa Uk Vivential, Trujillo 2018 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/22325
@misc{sunedu/3012138,
title = "Calidad del servicio y su incidencia en la satisfacción del cliente de la empresa Uk Vivential, Trujillo 2018",
author = "García Maticorena, Gonzalo Fernando Jesús",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The purpose of this research is to determine how the quality of the service affects the customer satisfaction of the UK Vivential company from Trujillo city. The contribution of which is to provide information to the Management for making relevant decisions, taking into account that at present the quality of the service is a very important and indispensable subject for any company since this depends on the failure or success of the organizations. A non-experimental - correlational design was applied, which has as a population the company's clients and as sample only 132 clients were taken, thanks to the help of data collection techniques such as the Likert questionnaire, the 5 dimensions of quality of service of the author Parasuraman and the 3 dimensions of customer satisfaction of Lehman and Winer, which allowed to collect the information of the clients based on the two variables under study. Then descriptive statistics was used which allowed to analyze the behavior of the study variables in tables and graphs and finally the Spearman correlation coefficient was applied to measure the degree of relationship that both variables have, in order to determine the incidence that they have. The incidence between client satisfaction and quality of service was measured, concluding that, according to the Spearman coefficient, it is Rs = 0.196 (there being a positive incidence) with a level of significance p = 0.024, which is less than 5% (p <0.05) which means that the quality of the service has a positive impact on the customer's satisfaction of the company; Obtaining with it high levels of customer satisfaction and quality of service. On the other hand, the Student's T test confirms the above.
This item is licensed under a Creative Commons License