Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023
The objective of this research is to identify the relationship between service quality and customer satisfaction in a bakery in the Eastern Cone of Lima. The research was conducted from the approach of a quantitative, descriptive and causal correlational study; with a non-experimental and cross-sect...
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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
2024
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| Materias: | |
| Acceso en línea: | Ver en el sistema de origen |
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| Sumario: | The objective of this research is to identify the relationship between service quality and customer satisfaction in a bakery in the Eastern Cone of Lima. The research was conducted from the approach of a quantitative, descriptive and causal correlational study; with a non-experimental and cross-sectional design. The sample consisted of 258 customers and the instruments used were the SERVQUAL model to measure service quality and Kotler's dimensions to measure customer satisfaction. The results revealed that there is a high, direct and significant relationship between service quality and customer satisfaction (r = 0.88; p = .000 < 0.05), tangible elements (r = 0.82; p = .000 < 0. 05), reliability (r = 0.79; p = .000 < 0.05), responsiveness (r = 0.80; p = .000 < 0.05), safety (r = 0.83; p = .000 < 0.05), and empathy (r = 0.8; p = .000 < 0.05) have a relationship with customer satisfaction. Service quality was also found to have a significant effect on customer satisfaction reaching β=0.94 with a p value of 0.000. It is concluded that service quality and customer satisfaction not only have a relationship, but service quality has a significant effect on customer satisfaction; therefore, the higher the service quality, the higher the customer satisfaction can be perceived. |
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| ISSN: | 2413-5836 2410-1168 |