Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016
The objective of the research is to determine the relationship between the quality of the service and the satisfaction of the clients of the application center Products Unión, during the year 2016. The type of research is correlational, of non-experimental design. The sample consisted of 279 custome...
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| Publicado en: | Revista de Investigación Valor Agregado |
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| Autores principales: | , , , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
| Publicado: |
Universidad Peruana Unión
2020
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| Materias: | |
| Acceso en línea: | Ver en el sistema de origen |
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| _version_ | 1881695120652238848 |
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| author | Velarde Mamani, Camila Winy Medina Gutiérrez, Daniel De La Cruz Vargas, Alexánder David Apaza Tarqui, Edison Effer |
| author_browse | Apaza Tarqui, Edison Effer De La Cruz Vargas, Alexánder David Medina Gutiérrez, Daniel Velarde Mamani, Camila Winy |
| author_facet | Velarde Mamani, Camila Winy Medina Gutiérrez, Daniel De La Cruz Vargas, Alexánder David Apaza Tarqui, Edison Effer |
| author_sort | Velarde Mamani, Camila Winy |
| collection | Revistas |
| container_title | Revista de Investigación Valor Agregado |
| description | The objective of the research is to determine the relationship between the quality of the service and the satisfaction of the clients of the application center Products Unión, during the year 2016. The type of research is correlational, of non-experimental design. The sample consisted of 279 customers who bought a product in the province of Lima. A highly significant correlation was found between the predictor variable: quality of service and the criterion variable: client satisfaction, by means of the statistical analysis of Chi-square with a coefficient of 178,314 and a p-value of 0,000 (p-value <0, 05). It is affirmed that the higher the quality of service, the greater the satisfaction of the clients. Therefore, the quality of service is a very important added value for the customer, which must be preserved to generate greater customer satisfaction. |
| format | Online |
| id | oai:riva.upeu.edu.pe:article/1272 |
| institution | UPeU |
| issn | 2413-5836 2410-1168 |
| language | Spanish |
| publishDate | 2020 |
| publishDateRange | 2020 |
| publishDateSort | 2020 |
| publisher | Universidad Peruana Unión |
| publisherStr | Universidad Peruana Unión |
| record_format | ojs |
| revista_str_mv | Revista de Investigación Valor Agregado |
| spelling | oai:riva.upeu.edu.pe:article/12722020-12-15T15:30:37Z Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 Calidad del servicio y la relación con la satisfacción de los clientes del centro de aplicación Productos Unión, del distrito de Lurigancho, durante el año 2016 Velarde Mamani, Camila Winy Medina Gutiérrez, Daniel De La Cruz Vargas, Alexánder David Apaza Tarqui, Edison Effer Calidad de servicio, satisfacción del cliente Service quality, customer satisfaction The objective of the research is to determine the relationship between the quality of the service and the satisfaction of the clients of the application center Products Unión, during the year 2016. The type of research is correlational, of non-experimental design. The sample consisted of 279 customers who bought a product in the province of Lima. A highly significant correlation was found between the predictor variable: quality of service and the criterion variable: client satisfaction, by means of the statistical analysis of Chi-square with a coefficient of 178,314 and a p-value of 0,000 (p-value <0, 05). It is affirmed that the higher the quality of service, the greater the satisfaction of the clients. Therefore, the quality of service is a very important added value for the customer, which must be preserved to generate greater customer satisfaction. El objetivo de la investigación es determinar la relación entre la calidad del servicio y la satisfacción de los clientes del centro de aplicación Productos Unión, durante el año 2016. El tipo de investigación es correlacional, de diseño no experimental. La muestra estuvo conformada por 279 clientes que compraron algún producto en la provincia Lima. Se halló una correlación altamente significativa entre la variable predictora calidad de servicio y la variable criterio satisfacción del cliente, mediante el análisis estadístico de chi-cuadrado con un coeficiente de 178,314 y un p valor 0,000 (p valor < 0, 05). Se afirma que a mayor calidad de servicio, genera una mayor satisfacción de los clientes. Por lo tanto, la calidad de servicio se constituye en un valor agregado muy importante para el cliente, el cual se debe preservar para generar una mayor satisfacción en los clientes. Universidad Peruana Unión 2020-03-03 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html https://riva.upeu.edu.pe/index.php/ri_va/article/view/1272 10.17162/riva.v4i1.1272 Revista de Investigación Valor Agregado; Vol. 4 Núm. 1 (2017): Revista Científica Valor Agregado; 43 - 60 2413-5836 2410-1168 spa https://riva.upeu.edu.pe/index.php/ri_va/article/view/1272/1615 https://riva.upeu.edu.pe/index.php/ri_va/article/view/1272/1770 Derechos de autor 2020 Revista de Investigación Valor Agregado |
| spellingShingle | Calidad de servicio, satisfacción del cliente Service quality, customer satisfaction Velarde Mamani, Camila Winy Medina Gutiérrez, Daniel De La Cruz Vargas, Alexánder David Apaza Tarqui, Edison Effer Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title | Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title_alt | Calidad del servicio y la relación con la satisfacción de los clientes del centro de aplicación Productos Unión, del distrito de Lurigancho, durante el año 2016 |
| title_full | Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title_fullStr | Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title_full_unstemmed | Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title_short | Quality of service and the relationship with customer satisfaction Products Application Center Union, Lurigancho district during 2016 |
| title_sort | quality of service and the relationship with customer satisfaction products application center union lurigancho district during 2016 |
| topic | Calidad de servicio, satisfacción del cliente Service quality, customer satisfaction |
| topic_facet | Calidad de servicio, satisfacción del cliente Service quality, customer satisfaction |
| url | https://riva.upeu.edu.pe/index.php/ri_va/article/view/1272 |
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