Calidad del servicio al cliente en cevichería La Malokita de la ciudad de Iquitos, año 2021

• Autor: Angulo Perez, Lucia
• Formato: tesis de grado
• Fecha de Publicación: 2022
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/8710
• Enlace del recurso: https://hdl.handle.net/20.500.12737/8710
• Nivel de acceso: acceso abierto
• Materia: Servicio de calidad; Atención de calidad; Satisfacción del consumidor; Restaurantes; https://purl.org/pe-repo/ocde/ford#5.02.04

The present investigation had as general objective to determine the characteristics of the quality of customer service in the Cevichería La Malokita in the city of Iquitos in the year 2021. The methodology was quantitative, the design of the present investigation was non-experimental, of descriptive cross-sectional type. The sample consisted of 386 (three hundred and eighty-six) clients from the year 2021, being a probabilistic sampling. The survey technique was applied, a questionnaire of 22 questions was used as an instrument for collecting information for the variable under study of service quality structured in the dimensions: tangible elements, reliability, responsiveness, security and empathy through a Likert-type scale. The result of the descriptive analysis of the tangible element dimension describes 68% who felt satisfied with the quality of service they received at La Malokita cevichería, and only 0.5% described it as not at all satisfied. We conclude that after having carried out the analysis of this research we can say that 72% express satisfaction with the quality of service they have received in all its aspects, 24% are very satisfied and only 3% rate it as not very satisfied with the quality of service they have received. quality of service. This research is structured as follows: Chapter I. Theoretical framework, Chapter II. Hypotheses and variables, Chapter III. Methodology, Chapter IV. Results, Chapter V. Conclusions, Chapter VI. Recommendations, and finally there are the bibliographical references and the annexes.