Nivel de calidad de atención y satisfacción percibida por los clientes del restaurant Marynera, Trujillo 2017
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Date
2023-01-14
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Universidad Nacional de Trujillo
Abstract
El presente trabajo de investigación es un estudio realizado con el objetivo de determinar la relación que existe entre el nivel de calidad de atención y el nivel de satisfacción de los clientes del Restaurant Marynera de la ciudad de Trujillo, para lograr la total satisfacción del cliente, es esencial mejorar la calidad de la atención. En este estudio se utilizó el instrumento SERVPERF con cinco dimensiones: elementos tangibles, fiabilidad, capacidad de respuesta, seguridad y empatía. Se aplico una encuesta a 332 clientes, formulada de acuerdo a los indicadores de cada variable y posteriormente se recolecto la información para poder ser procesada y analizada; se descubrió que el nivel de calidad de atención percibido es bueno, lo que llevó a la satisfacción de los clientes.
En conclusión, se utilizó el coeficiente de compensación de Spearman, cuyo valor fue de 0,764, para determinar la relación entre los niveles de calidad de la atención y satisfacción del cliente en el restaurante Marynera. Este valor indica que existe una relación alta positiva entre los niveles de calidad de la atención y de la satisfacción del cliente.
ABSTRACT The present research work is a study carried out with the objective of determining the relationship between the level of customer service quality and the level of satisfaction of the customers of the Marynera Restaurant in the city of Trujillo. To achieve total customer satisfaction, it is essential to improve the quality of service. In this study, the SERVPERF instrument was used with five dimensions: tangible elements, reliability, responsiveness, security, and empathy. A survey was applied to 332 customers, formulated according to the indicators of each variable, and then the information was collected to be processed and analyzed; it was discovered that the level of perceived customer service is good, which led to customer satisfaction. In conclusion, the Spearman correlation coefficient, whose value was 0.764, was used to determine the relationship between the levels of customer service quality and satisfaction in the Marynera restaurant. This value indicates that there is a high positive relationship between the levels of customer service quality and customer satisfaction.
ABSTRACT The present research work is a study carried out with the objective of determining the relationship between the level of customer service quality and the level of satisfaction of the customers of the Marynera Restaurant in the city of Trujillo. To achieve total customer satisfaction, it is essential to improve the quality of service. In this study, the SERVPERF instrument was used with five dimensions: tangible elements, reliability, responsiveness, security, and empathy. A survey was applied to 332 customers, formulated according to the indicators of each variable, and then the information was collected to be processed and analyzed; it was discovered that the level of perceived customer service is good, which led to customer satisfaction. In conclusion, the Spearman correlation coefficient, whose value was 0.764, was used to determine the relationship between the levels of customer service quality and satisfaction in the Marynera restaurant. This value indicates that there is a high positive relationship between the levels of customer service quality and customer satisfaction.
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Keywords
Calidad de Atención, Satisfacción del Cliente