Citas bibligráficas
Pretell, L., (2019). Nivel de calidad del servicio de un centro comercial de gran superficie en la ciudad de Trujillo en el 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/15006
Pretell, L., Nivel de calidad del servicio de un centro comercial de gran superficie en la ciudad de Trujillo en el 2018 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/15006
@misc{sunedu/4103877,
title = "Nivel de calidad del servicio de un centro comercial de gran superficie en la ciudad de Trujillo en el 2018",
author = "Pretell Cabrera, Leslie Elizabeth",
publisher = "Universidad Privada del Norte",
year = "2019"
}
ABSTRACT The present research work will allow to know the level of quality of the service offered by a large commercial center in the city of Trujillo; which is a very relevant establishment at the level of shops that is developed within the city and always has a large influx of users and consumers. To fulfill the objective of the research, a quantitative methodology was used, with a crosssectional design and with the survey instrument, the sample given by male and female clients from 18 to 65 years of age was evaluated. city of Trujillo. The research instrument used was the SERVQUAL multidimensional scale that has been applied in different studies since it allows measuring through the dimensions of tangible elements, reliability, response capacity, security and empathy the level of quality of service that companies can offer. The results of the research thesis are related to the hypothesis raised by stating that, in general, the assessment of the level of service quality of the large-area shopping center perceived by customers of the city of Trujillo in 2018 is excellent with 72.70%. This depends on the dimensions used for the evaluation such as: tangible elements, reliability, responsiveness, security and empathy. KEYWORDS: Quality, shopping mall, service.
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