Bibliographic citations
Bellota, J., Guevara, M. (2023). Factores de la calidad de servicio y su influencia en la satisfacción del cliente de tiendas de conveniencia en la ciudad de Lima, 2021 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/668966
Bellota, J., Guevara, M. Factores de la calidad de servicio y su influencia en la satisfacción del cliente de tiendas de conveniencia en la ciudad de Lima, 2021 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/668966
@misc{sunedu/3465329,
title = "Factores de la calidad de servicio y su influencia en la satisfacción del cliente de tiendas de conveniencia en la ciudad de Lima, 2021",
author = "Guevara Najarro, Manuel Alberto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The present research work entitled: "Factors of service quality and its influence on customer satisfaction of convenience stores in Lima city, 2021", which has as a general objective, to determine the factors of service quality that influence in customer satisfaction from 18 to 45 years of age in the convenience store category in metropolitan Lima in the year 2021. The type of research has a quantitative approach, of correlational scope, of non-experimental quantitative - cross-sectional - descriptive design. For the development, the methodology of the Servperf model was used with the survey technique, with the instrument for data collection was a structured questionnaire of 25 questions that focused on five quality factors (reliability, responsiveness, security, empathy, and tangible elements) and customer satisfaction. The survey was applied to 385 clients, which made it possible to know the level of satisfaction for each factor and gender. According to the most relevant results, it is evident that users need satisfaction with the quality of service in convenience stores, basically in the factors of empathy and security.
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