Quality of service and customer satisfaction of the company Alpecorp S.A., 2018
The objective of the research is to determine the relationship between quality of service and customer satisfaction in the company Alpecorp, 2018. It was executed considering the following types: Cross-sectional, whose data were collected through two surveys, according to the scale of Likert applied...
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| Publicado en: | Revista de Investigación Valor Agregado |
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| Autores principales: | , |
| Formato: | Artículo de revista |
| Lenguaje: | español |
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Universidad Peruana Unión
2020
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| _version_ | 1881695121342201856 |
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| author | Burgos Chávez, Santos Víctor Morocho Revolledo, Thalia Carolina |
| author_browse | Burgos Chávez, Santos Víctor Morocho Revolledo, Thalia Carolina |
| author_facet | Burgos Chávez, Santos Víctor Morocho Revolledo, Thalia Carolina |
| author_sort | Burgos Chávez, Santos Víctor |
| collection | Revistas |
| container_title | Revista de Investigación Valor Agregado |
| description | The objective of the research is to determine the relationship between quality of service and customer satisfaction in the company Alpecorp, 2018. It was executed considering the following types: Cross-sectional, whose data were collected through two surveys, according to the scale of Likert applied to 69 clients. The instruments were validated by expert judgment and Cronbach alpha statistics. The quality of service variable was measured with the SERVQUAL model, which is made up of five dimensions: Reliability, Sensitivity, Safety, Empathy, and Tangible Elements. The model for measuring satisfaction was that prepared by Agustín Alexander Mejías-Acosta, Sergey Manrique -ChirkovaI presents five dimensions: perceived functional quality, perceived technical quality, perceived value, confidence, and expectations. It is thus that we have as a result that the quality of service and the customer satisfaction of the company Alpecorp, are related to a Spearman's Rho of 0.821, which indicates a direct and positive relationship, and a p-value equal to 0.000 ( p <0.05), so the relationship is highly significant. In conclusion, both the quality of service and satisfaction are closely related to the perception of Alpecorp customers, as it is a linear and positive relationship it is estimated that, if the quality of service increases, Customer Satisfaction will also increase. vice versa. |
| format | Online |
| id | oai:riva.upeu.edu.pe:article/1279 |
| 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/12792020-12-15T15:23:49Z Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 Calidad del servicio y satisfacción del cliente de la empresa Alpecorp S.A., 2018 Burgos Chávez, Santos Víctor Morocho Revolledo, Thalia Carolina Calidad de servicio, satisfacción del cliente, fiabilidad, elementos tangibles Quality of service, customer satisfaction, reliability, sensitivity, empathy, tangible elements, security The objective of the research is to determine the relationship between quality of service and customer satisfaction in the company Alpecorp, 2018. It was executed considering the following types: Cross-sectional, whose data were collected through two surveys, according to the scale of Likert applied to 69 clients. The instruments were validated by expert judgment and Cronbach alpha statistics. The quality of service variable was measured with the SERVQUAL model, which is made up of five dimensions: Reliability, Sensitivity, Safety, Empathy, and Tangible Elements. The model for measuring satisfaction was that prepared by Agustín Alexander Mejías-Acosta, Sergey Manrique -ChirkovaI presents five dimensions: perceived functional quality, perceived technical quality, perceived value, confidence, and expectations. It is thus that we have as a result that the quality of service and the customer satisfaction of the company Alpecorp, are related to a Spearman's Rho of 0.821, which indicates a direct and positive relationship, and a p-value equal to 0.000 ( p <0.05), so the relationship is highly significant. In conclusion, both the quality of service and satisfaction are closely related to the perception of Alpecorp customers, as it is a linear and positive relationship it is estimated that, if the quality of service increases, Customer Satisfaction will also increase. vice versa. El objetivo de esta investigación es determinar la relación existente entre calidad de servicio y satisfacción del cliente en la empresa Alpecorp SA. 2018. Este es un estudio de tipo correlacional, de diseño no experimental y de corte transversal, los datos fueron recaudados mediante las encuestas: para la variable calidad de servicio se usó el modelo SERVQUAL, estructurada en cinco dimensiones: Fiabilidad, Sensibilidad, Seguridad, Empatía y Elementos Tangibles y para la variable satisfacción se usó el instrumento elaborado por Agustín Alexander Mejías-AcostaI, Sergey Manrique-ChirkovaI (2011), presenta cinco dimensiones: Calidad funcional percibido, Calidad técnica percibida, Valor percibido, Confianza y Expectativas. De acuerdo con la escala de Likert, aplicado a 69 clientes. Los resultados obtenidos mediante el Rho de Spearman es de 0.821 lo que indica que existe una relación directa, también se halló un p valor de 0.000 (p<0.05), que significa que la relación es altamente significativa. En conclusión, se tiene: que la calidad de servicio y la satisfacción del cliente de la empresa Alpecorp SA, están significativamente relacionados, esto es, a mayor nivel en la calidad de servicio, mayor será la satisfacción del cliente o viceversa. 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/1279 10.17162/riva.v5i1.1279 Revista de Investigación Valor Agregado; Vol. 5 Núm. 1 (2018): Revista Científica Valor agregado; 22 - 39 2413-5836 2410-1168 spa https://riva.upeu.edu.pe/index.php/ri_va/article/view/1279/1622 https://riva.upeu.edu.pe/index.php/ri_va/article/view/1279/1763 Derechos de autor 2020 Revista de Investigación Valor Agregado |
| spellingShingle | Calidad de servicio, satisfacción del cliente, fiabilidad, elementos tangibles Quality of service, customer satisfaction, reliability, sensitivity, empathy, tangible elements, security Burgos Chávez, Santos Víctor Morocho Revolledo, Thalia Carolina Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title | Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title_alt | Calidad del servicio y satisfacción del cliente de la empresa Alpecorp S.A., 2018 |
| title_full | Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title_fullStr | Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title_full_unstemmed | Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title_short | Quality of service and customer satisfaction of the company Alpecorp S.A., 2018 |
| title_sort | quality of service and customer satisfaction of the company alpecorp s a 2018 |
| topic | Calidad de servicio, satisfacción del cliente, fiabilidad, elementos tangibles Quality of service, customer satisfaction, reliability, sensitivity, empathy, tangible elements, security |
| topic_facet | Calidad de servicio, satisfacción del cliente, fiabilidad, elementos tangibles Quality of service, customer satisfaction, reliability, sensitivity, empathy, tangible elements, security |
| url | https://riva.upeu.edu.pe/index.php/ri_va/article/view/1279 |
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