Relación entre la calidad del servicio y la satisfacción del cliente en las cafeterías de la ciudad de Iquitos, 2024

• Autores: Cundia Ochoa, Junior Orlando, Pinedo Córdova, Anny Karol
• Formato: tesis de grado
• Fecha de Publicación: 2025
• Institución: Universidad Nacional De La Amazonía Peruana
• Repositorio: UNAPIquitos-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.unapiquitos.edu.pe:20.500.12737/12858
• Enlace del recurso: https://hdl.handle.net/20.500.12737/12858
• Nivel de acceso: acceso abierto
• Materia: Servicio de calidad; Atención de calidad; Satisfacción del consumidor; https://purl.org/pe-repo/ocde/ford#5.02.04

The research carried out on the relationship between service quality and customer satisfaction in coffee shops in the city of Iquitos, in the province of Maynas, Loreto region, by the year 2024, complied with the university's regulations for scientific research. The research used a quantitative, descriptive, cross-sectional design. The study included a population of 8,400 consumers, with a sample of 89 customers, 75% men and 25% women. The study used a non-experimental scientific study with a descriptive, cross sectional design. The study consisted of demonstrating the correlation between the two study variables: service quality and customer satisfaction. It demonstrated a cause-and-effect correlation between the first and second variables, with a very strong positive correlation of 78.6%. For the research, the dimensions of reliability and security were considered for the first variable, and the dimensions of expectations and infrastructure were considered for the second variable. A very strong positive relationship was demonstrated in each of the variables. The research was funded by the NIT UNAP bachelor researchers Junior Orlando Cundia Ochoa And Anny Karol Pinedo Córdova with the advice of Lic. RR. II. Héctor Aníbal Menacho Rojas, Dr. Professor responsible for controlling the research process in the city of Iquitos in 2025