Bibliographic citations
Rondón, F., (2020). Implementación del programa de calidad de servicio mediante el desarrollo del modelo servqual y su influencia en la satisfacción de los clientes de pizza nostra - IV trimestre Trujillo 2019 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/6728
Rondón, F., Implementación del programa de calidad de servicio mediante el desarrollo del modelo servqual y su influencia en la satisfacción de los clientes de pizza nostra - IV trimestre Trujillo 2019 [Tesis]. PE: Universidad Privada Antenor Orrego; 2020. https://hdl.handle.net/20.500.12759/6728
@misc{sunedu/3692783,
title = "Implementación del programa de calidad de servicio mediante el desarrollo del modelo servqual y su influencia en la satisfacción de los clientes de pizza nostra - IV trimestre Trujillo 2019",
author = "Rondón Cruz, Fernando",
publisher = "Universidad Privada Antenor Orrego",
year = "2020"
}
The main objective of this research was to determine the implementation of the service quality program through the development of the Servqual Model, which may influence the level of satisfaction of the clients of Pizza Nostra - IV Trujillo quarter 2019. The type of research according to the orientation it pursues was explanatory and according to the level of research is non-experimental, and the data collection techniques used were the survey; and the instruments were the questionnaire. Through the investigation carried out, it was determined that the lack of procedures in the customer service process; As well as the distribution of the equipment within the premises is unfavorable in the satisfaction of the clients. Therefore, it is concluded that the application of the Servqual Model contributes to the clients feeling satisfied with the service provided by Pizza Nostra, achieving growth 73% of satisfied customers. The main conclusion of the research is that the implementation of the Servqual Model is an appropriate method to improve customer satisfaction in companies, since the five dimensions (tangibility, security, reliability, responsiveness and empathy) are important elements. in the customer's perception when they purchase a good or service.
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