Service Quality and Customer Loyalty In Veterinary Clinics from San Miguel district, 2022

• Autor: Paredes Matos, María Kathia
• Formato: artículo
• Fecha de Publicación: 2023
• Institución: Universidad Nacional Mayor de San Marcos
• Repositorio: Revistas - Universidad Nacional Mayor de San Marcos
• Lenguaje: español; inglés
• OAI Identifier: oai:ojs.csi.unmsm:article/25534
• Enlace del recurso: https://revistasinvestigacion.unmsm.edu.pe/index.php/administrativas/article/view/25534
• Nivel de acceso: acceso abierto
• Materia: service quality; customer loyalty; tangible elements; safety; response capacity; Calidad de servicio; fidelización del cliente; elementos tangibles; seguridad; capacidad de respuesta

The aim of this article is to identify the relationship between variables service quality and customer loyalty in veterinary clinics from San Miguel district by demonstrating that the independent variable favors the dependent variable. The sample comprises households with pets. This is a correlational-causal study due to the cause-effect relationship between both variables. The research design is descriptive because it compiles information from facts and perception. It is cross-sectional because it compiles information from a given moment to explain how variables influence each other and interact at a specific moment in time. This research has a non-experimental design because it observes how the variables behave in reality, with no alterations in the sample or unit of analysis, in order to analyze them. As a result of this, it was found that service quality has a significant impact on customer loyalty in veterinary clinics from the above-mentioned district, thereby confirming the general hypothesis. Questionnaires were administered to a sample of 380 households with pets from the district of San Miguel. As a conclusion, service quality has a positive effect on customer loyalty. For that reason, it is crucial to propose strategies to provide and maintain the quality of service and the products on offer, as well as  a well-prepared and defined Organization and Functions Manual according to the position occupied in the company.