Calidad de servicio y satisfacción del cliente en una empresa de transporte en el distrito de Mala, 2023
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Date
2026-07-16
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Universidad Nacional de Cañete
Abstract
La investigación surgió ante la problemática relacionada con la percepción que tienen los usuarios sobre la calidad del servicio ofrecido por una empresa de transporte ubicada en el distrito de Mala, situación que generaba distintos niveles de satisfacción entre los clientes. En este contexto, el objetivo general fue analizar la relación existente entre la calidad del servicio y la satisfacción del cliente en dicha empresa durante el año 2023. La investigación posee un enfoque cuantitativo, diseño no experimental, corte transversal y alcance correlacional. Como técnica de recolección de datos se empleó la encuesta, aplicándose el cuestionario como instrumento, el cual fue validado a través del juicio de expertos y la confiabilidad se verificó mediante el coeficiente Alfa de Cronbach, la población de estudio estuvo integrada por 9 400 clientes, de los cuales se tomó una muestra de 100 participantes, seleccionados mediante un muestreo no probabilístico por conveniencia. La hipótesis general planteó que la calidad de servicio se relaciona notoriamente con la satisfacción del cliente. Se evidenció la existencia de una correlación notoriamente positiva entre ambas variables ($\rho = 0.910$, $p < 0.05$), lo que permite afirmar que un mayor nivel percibido de calidad del servicio se traduce en un incremento del grado de satisfacción del cliente. Asimismo, se identificó que dimensiones como la fiabilidad, capacidad de respuesta y empatía, ejercen una influencia notoria positiva sobre la satisfacción del cliente. En consecuencia, se concluye que la calidad del servicio representa un elemento clave en la satisfacción de los clientes, siendo necesario que la empresa refuerce aspectos como la mejora de las instalaciones, la atención empática y la comodidad en sus unidades, con el propósito de optimizar la experiencia del cliente y reforzar su posicionamiento competitivo en el mercado.
The research arose from the problem of customer perception regarding the quality of service offered by a transportation company located in the Mala district, a situation that generated varying levels of customer satisfaction. In this context, the general objective was to analyze the relationship between service quality and customer satisfaction at this company during 2023. The research employs a quantitative approach, a non-experimental, cross- sectional, and correlational design. Data was collected through a survey using a questionnaire, which was validated through expert review and its reliability verified using Cronbach's alpha coefficient. The study population consisted of 9,400 customers, from which a sample of 100 participants was selected using non-probability convenience sampling. The general hypothesis posited that service quality is significantly related to customer satisfaction. A strong positive correlation was found between the two variables (ρ = 0.910, p < 0.05), indicating that a higher perceived level of service quality translates into increased customer satisfaction. Furthermore, dimensions such as reliability, responsiveness, and empathy were identified as having a significant positive influence on customer satisfaction. Consequently, it is concluded that service quality is a key element in customer satisfaction, and the company needs to strengthen aspects such as improved facilities, empathetic service, and comfort in its units to optimize the customer experience and reinforce its competitive market position.
The research arose from the problem of customer perception regarding the quality of service offered by a transportation company located in the Mala district, a situation that generated varying levels of customer satisfaction. In this context, the general objective was to analyze the relationship between service quality and customer satisfaction at this company during 2023. The research employs a quantitative approach, a non-experimental, cross- sectional, and correlational design. Data was collected through a survey using a questionnaire, which was validated through expert review and its reliability verified using Cronbach's alpha coefficient. The study population consisted of 9,400 customers, from which a sample of 100 participants was selected using non-probability convenience sampling. The general hypothesis posited that service quality is significantly related to customer satisfaction. A strong positive correlation was found between the two variables (ρ = 0.910, p < 0.05), indicating that a higher perceived level of service quality translates into increased customer satisfaction. Furthermore, dimensions such as reliability, responsiveness, and empathy were identified as having a significant positive influence on customer satisfaction. Consequently, it is concluded that service quality is a key element in customer satisfaction, and the company needs to strengthen aspects such as improved facilities, empathetic service, and comfort in its units to optimize the customer experience and reinforce its competitive market position.
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Keywords
Calidad de servicio, satisfacción del cliente, transporte.
Citation
Tadeo Yarihuaman, Alex Eduardo, "Calidad de servicio y satisfacción del cliente en una empresa de transporte en el distrito de Mala, 2023", Tesis para optar el grado de Licenciada en Administracion , Escuela de pregrado. Facultad de Administracion. Universidad Nacional de Cañete. Cañete - Perú