Calidad de servicio y fidelización de clientes en restaurantes turísticos tres tenedores de Nuevo Imperial, Cañete- 2023
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Date
2025-05-23
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Universidad Nacional de Cañete
Abstract
En la presente investigación se planteó como objetivo general analizar cómo la calidad de servicio se relaciona con la fidelización de los clientes en restaurantes turísticos tres tenedores de Nuevo Imperial, Cañete- 2023. La metodología empleada fue de enfoque cuantitativo, diseño no experimental, tipo básico y nivel descriptivo-correlacional. La población estuvo conformada por clientes frecuentes y fidelizados de los dos restaurantes turísticos de tres tenedores existentes en el distrito. La muestra estuvo representada por 164 clientes frecuentes. Para la recolección de datos, se aplicaroninstrumentos construidos en función de dimensiones e indicadores, previamente validados por expertos temáticos y cuya confiabilidad fue determinada mediante el coeficiente alfa de Cronbach (a = .953; a = .896). La técnica utilizada fue la encuesta y el instrumento, un cuestionario estructurado. Entre los principales resultados se encontró que el nivel de calidad de servicio fue percibido como medio (33%) y el nivel de fidelización de clientes como bajo (30%). Se concluyó que existe una relación positiva y significativa entre la calidad de servicio y la fidelización de los clientes en los restaurantes turísticos de tres tenedores de Nuevo Imperial, Cañete – 2024 (p = 0.000). Se evidencia que, para fortalecer la fidelización de sus clientes, los restaurantes turísticos deben priorizar la mejora continua de la calidad en la atención y el servicio, implementando estrategias que respondan eficazmente a las expectativas y necesidades de sus visitantes frecuentes.
In the present research, the general objective was to analyze how service quality is related to customer loyalty in three-fork tourist restaurants in Nuevo Imperial, Cañete – 2023. The methodology employed had a quantitative approach, non-experimental design, basic type, and descriptive-correlational level. The population consisted of frequent and loyal customers of the two existing three-fork tourist restaurants in the district. A non-probabilistic convenience sampling method was used, resulting in a sample of 164 customers. For data collection, instruments were applied based on dimensions and indicators, previously validated by subject matter experts, and whose reliability was determined using Cronbach's alpha coefficient (α = .953; α = .896). The technique used was the survey, and the instrument was a structured questionnaire. Among the main results, it was found that the level of service quality was perceived as medium (33%), and the level of customer loyalty as low (30%). It was concluded that there is a positive and significant relationship between service quality and customer loyalty in the three-fork tourist restaurants of Nuevo Imperial, Cañete – 2024 (p = 0.000). It is evident that, in order to strengthen customer loyalty, tourist restaurants must prioritize the continuous improvement of service quality and customer care, implementing strategies that effectively meet the expectations and needs of their frequent visitors.
In the present research, the general objective was to analyze how service quality is related to customer loyalty in three-fork tourist restaurants in Nuevo Imperial, Cañete – 2023. The methodology employed had a quantitative approach, non-experimental design, basic type, and descriptive-correlational level. The population consisted of frequent and loyal customers of the two existing three-fork tourist restaurants in the district. A non-probabilistic convenience sampling method was used, resulting in a sample of 164 customers. For data collection, instruments were applied based on dimensions and indicators, previously validated by subject matter experts, and whose reliability was determined using Cronbach's alpha coefficient (α = .953; α = .896). The technique used was the survey, and the instrument was a structured questionnaire. Among the main results, it was found that the level of service quality was perceived as medium (33%), and the level of customer loyalty as low (30%). It was concluded that there is a positive and significant relationship between service quality and customer loyalty in the three-fork tourist restaurants of Nuevo Imperial, Cañete – 2024 (p = 0.000). It is evident that, in order to strengthen customer loyalty, tourist restaurants must prioritize the continuous improvement of service quality and customer care, implementing strategies that effectively meet the expectations and needs of their frequent visitors.
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Keywords
calidad, servicio, fidelización, clientes, restaurantes turísticos.
Citation
Vicente Lázaro Beatriz Verónica - Flores Quispe Diana Teresa, "Calidad de servicio y fidelización de clientes en restaurantes turísticos tres tenedores de Nuevo Imperial, Cañete- 2023". - Tesis para optar el grado de Licenciada en Administracion de Turismo y Hoteleria. Escuela de pregrado. Facultad de Ciencias Empresariales. Universidad Nacional de Cañete. Cañete, Perú