Calidad de servicio y satisfacción del cliente de la empresa transportes Los Goyos EIRL, Punchana 2023

• Autores: Lemos Panduro, Melissa de Jesus, Valderrama Manosalva, Lidia Victoria
• 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:20.500.12737/10001
• Enlace del recurso: https://hdl.handle.net/20.500.12737/10001
• Nivel de acceso: acceso abierto
• Materia: Satisfacción del cliente; Calidad; Servicios de atención al cliente; Empresas de transporte; https://purl.org/pe-repo/ocde/ford#5.02.04

The objective of this 2023 research was to establish the relationship between outstanding service quality and user satisfaction in the transportation company "Los Goyos." The research adopted a quantitative approach, employing a design that analyzes correlations, following a cross-sectional approach without experimental interventions. To achieve this goal, two surveys were administered to a set of 25 regular customers of the company. The results obtained indicated that there is an extremely positive and strong connection between service excellence and customer satisfaction (correlation coefficient r = 0.918; p < 0.005). In summary, it was confirmed that a significant link between service quality and customer satisfaction exists within the company.