Bibliographic citations
Castillo, M., (2021). Calidad de servicio y satisfacción del cliente en la empresa Enredos Salón & Spa de la ciudad de Trujillo 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/27558
Castillo, M., Calidad de servicio y satisfacción del cliente en la empresa Enredos Salón & Spa de la ciudad de Trujillo 2018 [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/27558
@misc{sunedu/3027729,
title = "Calidad de servicio y satisfacción del cliente en la empresa Enredos Salón & Spa de la ciudad de Trujillo 2018",
author = "Castillo Mendoza, Mayra Elizabeth",
publisher = "Universidad Privada del Norte",
year = "2021"
}
The main objective of the following research work is to identify the relationship that exists between the service quality and the customer satisfaction of the company “Enredos Salón y Spa” in Trujillo City - 2018. The type of research involves both approaches: non-experimental with a mixed one; quantitative and qualitative analysis. It also includes correlational transactional field test. From a quantitative focus, the survey technique was used and a Likert scale-type questionnaire was used as an instrument, for the purpose of evaluating each of the dimensions of the study variables. Likewise, the qualitative approach was made through a detailed interview with the administrator of the company Enredos Salón & Spa, in order to obtain more information about the variables. Finally, this study concludes that 74% of customers are satisfied, and the service quality is directly related to customer satisfaction.
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