Citas bibligráficas
Guerra, R., (2019). Gestión de la calidad del servicio y su influencia en la satisfacción del cliente de una agencia financiera en Trujillo, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/23155
Guerra, R., Gestión de la calidad del servicio y su influencia en la satisfacción del cliente de una agencia financiera en Trujillo, 2018 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/23155
@misc{sunedu/4104162,
title = "Gestión de la calidad del servicio y su influencia en la satisfacción del cliente de una agencia financiera en Trujillo, 2018",
author = "Guerra Núñez, Roberto Jaime",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The present investigation was made to the clients of a financial agency of Trujillo, in order to measure the management of the quality of the service and its influence on the satisfaction of the client included in 2018. The design of the research had character non-experimental, correlational type. For the instrument data was collected, the survey was used to 93 randomly selected people between men and women over 18 years of age, composed of 30 questions on a Likert scale based on the SERVQUAL model, statistical software was used SPSS and Excel and its level of reliability through the Combrasch alpha was, 964. Therefore, it was determined that the level of acceptance is high with a percentage of 80.3% of the quality of service and 78.3 of customer satisfaction. Regarding the comparison of the proposed hypothesis, there is a direct relationship between the quality of service and customer satisfaction of the financial agency under study, Trujillo 2018, it is stated that if there is a direct relationship between the variables in the study, using the correlation Spearman of 0.601 what represents, a degree of positive correlation moderate between the tendency to change, also for being a nominal scale of continuous variable, the correlation coefficient showed a (Bilateral) significance of .000 as is less than 0.005 in, You can say the level of correlation is significant.
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