La calidad del servicio para mejorar la satisfacción del cliente en el restaurante “El Rincón del Tiburón “– Trujillo 2020
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Date
2021
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Universidad Nacional de Trujillo
Abstract
La presente investigación tuvo como objetivo general, determinar la calidad del servicio para mejorar la satisfacción del cliente en el restaurante "El Rincón del Tiburón" - Trujillo 2020. Se utilizó el Método Servqual y el Método Acsi para evaluar las Dimensiones de Calidad de Servicio y Satisfacción del Cliente . La investigación tiene un diseño descriptiva de tipo Aplicada. La población muestral está conformada por 80 clientes frecuentes , La técnica empleada para recolectar información fue la Encuesta y el instrumento de recolección fueron los cuestionarios . En cuanto a la contrastación de hipótesis se hizo con el método estadístico de Rho Spearman arroja que p = , 536 y el sig. bilateral = , 000 (correlación altamente significativa, se logró identificar las dimensiones de calidad de servicio (tangibilidad, fiabilidad, capacidad de respuesta, seguridad, empatía) y los indicadores de medición, Se logró identificar las dimensiones de la satisfacción del cliente (resultado funcional percibido, resultado técnico percibido, valor percibido, confianzas expectativas).
ABSTRACT The general objective of this research was to determine the quality of the service to improve customer satisfaction in the restaurant "El Rincón del Tiburón" - Trujillo 2020. The Servqual Method and the Acsi Method were used to evaluate the Dimensions of Service Quality and Customer Satisfaction. The research has a descriptive design of the Applied type. The sample population is made up of 80 frequent clients. The technique used to collect information was the Survey and the collection instrument were the questionnaire. Regarding the hypothesis testing, it was done with the Rho Spearman statistical method that shows that p =. 536 and the sig. bilateral = .000 (highly significant correlation, it was possible to identify the dimensions of service quality (tangibility, reliability, response capacity, security, empathy) and the measurement indicators ,, It was possible to identify the dimensions of customer satisfaction (result perceived functional, perceived technical result, perceived value, confidence expectations).
ABSTRACT The general objective of this research was to determine the quality of the service to improve customer satisfaction in the restaurant "El Rincón del Tiburón" - Trujillo 2020. The Servqual Method and the Acsi Method were used to evaluate the Dimensions of Service Quality and Customer Satisfaction. The research has a descriptive design of the Applied type. The sample population is made up of 80 frequent clients. The technique used to collect information was the Survey and the collection instrument were the questionnaire. Regarding the hypothesis testing, it was done with the Rho Spearman statistical method that shows that p =. 536 and the sig. bilateral = .000 (highly significant correlation, it was possible to identify the dimensions of service quality (tangibility, reliability, response capacity, security, empathy) and the measurement indicators ,, It was possible to identify the dimensions of customer satisfaction (result perceived functional, perceived technical result, perceived value, confidence expectations).
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Keywords
Calidad del servicio, Satisfacción del cliente, Restaurante