El estudio tuvo como objetivo determinar la relación de la Calidad del servicio y la satisfacción del cliente en la empresa Esmon Perú E.I.R.L., Lima 2021. La metodología que siguió fue de enfoque cuantitativo, de tipo aplicada, de diseño no experimental y transversal. La población estuvo integrada por 100 clientes de la mencionada empresa y para el tamaño de muestra se asumió el no probabilístico y por conveniencia, a dichos clientes se les aplicó el instrumento de medición de las dos variables: el cuestionario mediante encuesta. Los resultados evidenciaron un Rho .736**, se concluyó que existe correlación alta y positiva entre la variable calidad de servicio y satisfacción del cliente, incluida la correlación de las dimensiones de calidad de servicio (confiabilidad, empatía y elementos tangibles) y satisfacción del cliente.

The media in Mexico have played a fundamental role in the social construction of the migratory reality and, in this regard, it was suggested that, on the issue of migrant caravans, some of them have performed thorough and rigorous coverage as a result of journalistic research, while others have not. The focus of this work is mixed and its scope is descriptive. Ten media outlets were analyzed, specifically 1,048 journalistic texts on the issue of migrant caravans, from October 2018 to February 2019. Quality indicators were used to analysis in the journalistic coverage and the results showed that certain media have a greater attachment to these indicators, while others tend to present a neutral-negative assessment.

The concepts of disinformation and misinformation have almost as many meanings as the number of authors who have treated them. Considered from the semiotic and psychological point of view, disinformation and misinformation seem to be the result of the inadequacy of what is communicated to the reality of an object. The focus of both Political Science and Public Relations is set on disinformation / misinformation as an example of how masses and public opinion can be manipulated, while the vision of Communication Sciences and Information considers such behaviours as natural features of the media in a clearly oversaturated communications ecosystem. This paper describes the different approaches to the topic of disinformation/misinformation made in the above mentioned scientific disciplines.

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