Bibliographic citations
Cerna, E., Lliuya, H. (2022). Servicio al cliente y su influencia en la imagen institucional en uno de los centros comerciales del centro de Lima, 2020 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/31965
Cerna, E., Lliuya, H. Servicio al cliente y su influencia en la imagen institucional en uno de los centros comerciales del centro de Lima, 2020 [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/31965
@misc{sunedu/4103754,
title = "Servicio al cliente y su influencia en la imagen institucional en uno de los centros comerciales del centro de Lima, 2020",
author = "Lliuya Chambi, Henry",
publisher = "Universidad Privada del Norte",
year = "2022"
}
The present research work entitled "Customer Service and its Influence on the Institutional Image in one of the Shopping Centers in the Center of Lima, 2020" was developed under a quantitative approach, with an explanatory scope and a non-experimental transversal design whose general objective was to determine the influence of customer service on the institutional image, In the present investigation we work with two study variables, which is customer service taken as an independent variable and the institutional image as a dependent variable. The population was focused on an infinite population to deal specifically with customer service in one of the shopping centers in downtown Lima, meaning that the sample was focused on 384 customers. For data collection, the questionnaire was used as a study instrument made up of 13 items on the Likert scale for both variables, in addition to processing the results obtained by the survey, the statistical program SPSS V26 was used; Likewise, for the reliability of the instrument, Cronbach's Aplha was applied with results of 0.789 and 0.902 in the independent and dependent variable, finding reliability between the questions formulated by both questionnaires, on the other hand, for the hypothesis test, the Rho test was used. Spearman with a Sig=0.000 <0.05 that means that the null hypothesis is rejected and the alternative hypothesis is accepted. The results showed that customer service significantly influences the institutional image in one of the Shopping Centers in the Center of Lima, 2020.
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