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 |
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Universidad Peruana Unión
2024
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| _version_ | 1881695125700083712 |
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| author | Montenegro Piedra, Yadira Anabela Quispe Vilcapuma, Rosa Elena Cotacallapa Subia, Luis Eddie |
| author_browse | Cotacallapa Subia, Luis Eddie Montenegro Piedra, Yadira Anabela Quispe Vilcapuma, Rosa Elena |
| author_facet | Montenegro Piedra, Yadira Anabela Quispe Vilcapuma, Rosa Elena Cotacallapa Subia, Luis Eddie |
| author_sort | Montenegro Piedra, Yadira Anabela |
| collection | Revistas |
| container_title | Revista de Investigación Valor Agregado |
| description | 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. |
| format | Online |
| id | oai:riva.upeu.edu.pe:article/2095 |
| institution | UPeU |
| issn | 2413-5836 2410-1168 |
| language | Spanish |
| publishDate | 2024 |
| publishDateRange | 2024 |
| publishDateSort | 2024 |
| 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/20952024-12-10T23:17:43Z Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 Calidad del servicio y satisfacción del cliente en una Panificadora del Cono Este de Lima, 2023 Montenegro Piedra, Yadira Anabela Quispe Vilcapuma, Rosa Elena Cotacallapa Subia, Luis Eddie Calidad del servicio Satisfacción del cliente Elementos tangibles Confiabilidad Quality of service Customer satisfaction Tangible elements Reliability 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. Esta investigación tiene por objetivo identificar la relación existente entre la calidad del servicio y la satisfacción del cliente en una Panificadora del Cono Este de Lima. La investigación se realizó desde el enfoque de un estudio cuantitativo, descriptivo y correlacional causal; con un diseño no experimental y transversal. La muestra estuvo conformada por 258 clientes y los instrumentos utilizados fueron el modelo SERVQUAL para medir la calidad del servicio y las dimensiones de Kotler para medir la satisfacción del cliente. Los resultados revelaron que existe una relación alta, directa y significativa entre la calidad del servicio y la satisfacción del cliente (r = 0.88; p = .000 < 0.05), los elementos tangibles (r = 0.82; p = .000 < 0.05), confiabilidad (r = 0.79; p = .000 < 0.05), capacidad de respuesta (r = 0.80; p = .000 < 0.05), seguridad (r = 0.83; p = .000 < 0.05), y empatía (r = 0.8; p = .000 < 0.05) tienen una relación con la satisfacción del cliente. También se encontró que la calidad del servicio tiene un efecto significativo sobre la satisfacción del cliente alcanzando β=0.94 con un p valor de 0.000. Se concluye que la calidad del servicio y la satisfacción del cliente no solo guarda una relación, sino que la calidad del servicio tiene un efecto significativo sobre la satisfacción del cliente; por lo tanto, a mayor calidad de servicio se puede percibir mayor satisfacción en los clientes. Universidad Peruana Unión 2024-12-06 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/2095 10.17162/riva.v11i1.2095 Revista de Investigación Valor Agregado; Vol. 11 Núm. 1 (2024): Revista de Investigación Valor Agregado; 17 - 34 2413-5836 2410-1168 spa https://riva.upeu.edu.pe/index.php/ri_va/article/view/2095/2160 https://riva.upeu.edu.pe/index.php/ri_va/article/view/2095/2168 Derechos de autor 2024 Yadira Anabela Montenegro Piedra, Rosa Elena Quispe Vilcapuma, Luis Eddie Cotacallapa Subia https://creativecommons.org/licenses/by-nc-nd/4.0 |
| spellingShingle | Calidad del servicio Satisfacción del cliente Elementos tangibles Confiabilidad Quality of service Customer satisfaction Tangible elements Reliability Montenegro Piedra, Yadira Anabela Quispe Vilcapuma, Rosa Elena Cotacallapa Subia, Luis Eddie Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title | Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title_alt | Calidad del servicio y satisfacción del cliente en una Panificadora del Cono Este de Lima, 2023 |
| title_full | Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title_fullStr | Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title_full_unstemmed | Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title_short | Service quality and customer satisfaction in a bakery in the Eastern Cone of Lima, 2023 |
| title_sort | service quality and customer satisfaction in a bakery in the eastern cone of lima 2023 |
| topic | Calidad del servicio Satisfacción del cliente Elementos tangibles Confiabilidad Quality of service Customer satisfaction Tangible elements Reliability |
| topic_facet | Calidad del servicio Satisfacción del cliente Elementos tangibles Confiabilidad Quality of service Customer satisfaction Tangible elements Reliability |
| url | https://riva.upeu.edu.pe/index.php/ri_va/article/view/2095 |
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