Calidad de servicio y satisfacción del cliente afiliado a la tarjeta Cencosud en el módulo de metro – ovalo papal, Trujillo, oct – nov 2017

  • Descripción del artículo
  • In the globalized and competitive world in which we live, where the client "is always right", it is essential to get customers to receive quality care. Currently, the population of Trujillo, which is growing more and more every day, represents an important increase for the economy, being notorious i...

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Main Author: Castillo Mestanza, Lorena Eliza
Format: Tesis de grado
Language: spa
Published: 2018
Subjects:
Online Access: http://dspace.unitru.edu.pe/handle/UNITRU/11387
Summary:In the globalized and competitive world in which we live, where the client "is always right", it is essential to get customers to receive quality care. Currently, the population of Trujillo, which is growing more and more every day, represents an important increase for the economy, being notorious in the module of the Cencosud card in the Metro - Papal Oval store in the city of Trujillo. The present study; Its purpose is to achieve higher and better levels of perceived quality, thus reaching the expectations of customers. In addition, achieve full satisfaction on the part of the client as it is an essential requirement to earn a place in the "mind" of the customers. Therefore, maintaining "customer loyalty" is the main objective of the Cencosud card module in the Metro - Ovalo Papal store in the city of Trujillo. The results of this study, that is, the level of quality perceived by the clients, is equivalent to the evaluation of the current situation of the module of the Cencosud card in the Metro - Papal Oval store in the city of Trujillo regarding the opinion of the client. In this study the SERVPERF instrument was used with 5 dimensions: tangibility, reliability, capacity, guarantee and empathy; as a result it was obtained that, the level of quality perceived by the customers was good, therefore, a satisfaction is achieved in the customers who have Cencosud card

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