Calidad de servicio y satisfacción de los clientes de la empresa Bitel, Iquitos 2023

• Autores: Diaz Vasquez, Cinthia Diana, Lopez Ochoa, Katherine Kathusca
• 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:20.500.12737/10647
• Enlace del recurso: https://hdl.handle.net/20.500.12737/10647
• Nivel de acceso: acceso abierto
• Materia: Satisfacción del cliente; Control de calidad; Industria de telecomunicaciones; https://purl.org/pe-repo/ocde/ford#5.02.04

The current research focuses on determining the relationship between service quality and customer satisfaction at Bitel company, Iquitos 2023, using a descriptive correlational method. To achieve this, a detailed analysis was conducted, and the results are reflected in Table five of the questionnaire, where a coefficient of 0.734** is observed, indicating a positive relationship. Furthermore, the associated p-value for this coefficient is 0.000, indicating a high level of significance. The positive correlation suggests a significant relationship between these variables. This finding supports the importance of maintaining and improving service quality standards to enhance customer satisfaction. Additionally, the correlation coefficient was determined for the data classified in the variables, achieving a statistically significant result of 0.734**. Therefore, it can be asserted that there is a significant connection between the variables in the mentioned company, reinforcing the strategic importance of maintaining high-quality standards to ensure the complete satisfaction of its customers in the current business context.