Calidad de servicio y la satisfacción de los clientes de la empresa p.a. Perú s.a.c., Cañete – 2023
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Date
2024-11-06
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Cañete
Abstract
La investigación se desarrolló con el fin de demostrar si existe una relación entre la calidad del servicio y la satisfacción de los clientes de la empresa P.A. Perú S.A.C. en Cañete en el año 2023. Se empleó una investigación de tipo básica, con diseño no experimental de corte transversal y con un método hipotético – deductivo. Se analizó la
relación de las variables de estudio por medio de sus dimensiones. En la variable calidad de servicio está compuesta por 3 dimensiones: Fiabilidad, capacidad de respuesta y empatía. Mientras que en la variable satisfacción de los clientes se definió 3 dimensiones: Expectativas, valor percibido y fidelización. Se utilizó una muestra de 289 clientes de la empresa, determinando como herramienta de recolección de datos el cuestionario que posteriormente fue validado por expertos. La información obtenida del cuestionario fue analizada en el programa estadístico SPSS versión 29 y Microsoft Office Excel, para así poder determinar si se evidencia una relación entre la calidad de servicio y la satisfacción de los clientes. Por consiguiente, se empleó la prueba no paramétrica de Rho de Spearman, evidenciando que tiene un nivel de significancia de 0.000 y una correlación positiva alta de 0.739 entre las variables planteadas.
The research was developed in order to demonstrate if there is a relationship between the quality of service and customer satisfaction of the company P.A. Peru S.A.C in Cañete in the year 2023. A basic type of research was used, with a non-experimental cross-sectional design and a hypothetical-deductive method. The relationship of the study variables was analyzed through their dimensions. The service quality variable is composed of 3 dimensions: Reliability, responsiveness and empathy. While in the customer satisfaction variable, 3 dimensions were defined: Expectations, perceived value and loyalty. A sample of 289 clients of the company was used, determining the questionnaire as a data collection tool, which was subsequently validated by experts. The information obtained from the questionnaire was analyzed in the statistical program SPSS version 29 and Microsoft Office Excel, in order to determine if a relationship between service quality and customer satisfaction is evident. Therefore, the non-parametric Spearman's Rho test was used, showing that it has a significance level of 0.000 and a high positive correlation of 0.739 between the proposed variables
The research was developed in order to demonstrate if there is a relationship between the quality of service and customer satisfaction of the company P.A. Peru S.A.C in Cañete in the year 2023. A basic type of research was used, with a non-experimental cross-sectional design and a hypothetical-deductive method. The relationship of the study variables was analyzed through their dimensions. The service quality variable is composed of 3 dimensions: Reliability, responsiveness and empathy. While in the customer satisfaction variable, 3 dimensions were defined: Expectations, perceived value and loyalty. A sample of 289 clients of the company was used, determining the questionnaire as a data collection tool, which was subsequently validated by experts. The information obtained from the questionnaire was analyzed in the statistical program SPSS version 29 and Microsoft Office Excel, in order to determine if a relationship between service quality and customer satisfaction is evident. Therefore, the non-parametric Spearman's Rho test was used, showing that it has a significance level of 0.000 and a high positive correlation of 0.739 between the proposed variables
Description
Keywords
Calidad del servicio, satisfacción, clientes, valor percibido, expectativas.
Citation
Moscayza Goitia, Alison Melani - Tueros Melgar, Oliver Gleen "Calidad de servicio y la satisfacción de los clientes de la empresa p.a. Perú s.a.c., Cañete – 2023" , Tesis para optar el grado de Licenciada en Administracion , Escuela de pregrado. Facultad de Administracion. Universidad Nacional de Cañete. Cañete, Perú