Relación entre la satisfacción y la lealtad de los clientes de la empresa comercial Julca, Iquitos 2022

• Autores: Julca Payma, Jhon Lander, Vasquez Nuñez, Albert Geiser
• Formato: tesis de grado
• Fecha de Publicación: 2023
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/9331
• Enlace del recurso: https://hdl.handle.net/20.500.12737/9331
• Nivel de acceso: acceso abierto
• Materia: Satisfacción del cliente; Fidelización; Servicios de atención al cliente; Tiendas especializadas; Comercio; https://purl.org/pe-repo/ocde/ford#5.02.04

This research sought to determine the type of relationship that exists between customer satisfaction and loyalty in the Julca EIRL company in the city of Iquitos. For this purpose, a non-experimental investigation of descriptive - correlational and cross-sectional scope was designed, which had 40 clients of this company as a sample; to whom a questionnaire with responses on a Likert-type scale was applied. The main result establishes that if there is a moderately strong correlation (Rho = 0.624) between customer satisfaction and customer loyalty, with a significance of 0.000; which allows validating the hypothesis of this research, in the sense that there is a positive and significant relationship between both variables. The company is recommended to improve customer satisfaction to increase their loyalty, which would allow it to consolidate its customer portfolio.