Calidad del servicio y fidelidad del cliente en la empresa Selva Motos, Iquitos 2024

• Autor: Lozano Moncada, Tracey Andrea
• Formato: tesis de grado
• Fecha de Publicación: 2024
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/11289
• Enlace del recurso: https://hdl.handle.net/20.500.12737/11289
• Nivel de acceso: acceso abierto
• Materia: Fidelización del cliente; Control de calidad; Servicios de atención al cliente; Empresas comerciales; https://purl.org/pe-repo/ocde/ford#5.02.04

The purpose of this research was to specify the type and strength of the association of service quality with customer loyalty in a company in the city of Iquitos. For this purpose, a non-experimental design research with transectal data collection was applied; Its scope is descriptive and correlational. The central hypothesis is that there is a positive and significant relationship between the variables under investigation. The survey was used as a research technique and a questionnaire with a Likert scale was used as a measurement instrument, which was completed by 67 clients of the company. The treatment and analysis of the data obtained reveal that 48% of those surveyed perceive the quality of the service as good, and 49% as very good; Regarding customer loyalty, 49% state that it is high, while 46% state that their loyalty is very high. Likewise, when subjecting the data to the hypothesis test, a Spearman's rho of 0.846 was obtained with a sig. = 0.000, with which the research hypothesis is accepted and it can be concluded, therefore, that improvements in service quality are associated with an increase in customer loyalty.