Calidad de servicio y su impacto en la satisfacción del cliente en un mercado cooperativo, distrito de Chorrillos (Lima, Perú), 2022
Organizations have always aimed for excellence in service delivery. This study aimed to examine the influence of service quality on customer satisfaction in a cooperative market environment. To enhance understanding, both service quality and customer satisfaction were divided into five distinct dime...
| Autores: | , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2025 |
| País: | Perú |
| Institución: | Universidad Nacional Mayor de San Marcos |
| Repositorio: | Revistas - Universidad Nacional Mayor de San Marcos |
| Idioma: | español inglés |
| OAI Identifier: | oai:revistasinvestigacion.unmsm.edu.pe:article/26171 |
| Acceso en línea: | https://revistasinvestigacion.unmsm.edu.pe/index.php/idata/article/view/26171 |
| Access Level: | acceso abierto |
| Palabra clave: | service quality customer satisfaction responsiveness expectation trust calidad de servicio satisfacción del cliente capacidad de respuesta expectativa confianza |
| Sumario: | Organizations have always aimed for excellence in service delivery. This study aimed to examine the influence of service quality on customer satisfaction in a cooperative market environment. To enhance understanding, both service quality and customer satisfaction were divided into five distinct dimensions. From a methodological standpoint, the study employed a quantitative approach with a causal correlational scope and a non-experimental design. The sample comprised 132 regular customers of the establishment under study, who completed a questionnaire containing 30 structured questions in Likert scale format. After data collection and analysis, a p-value of less than 0.05 and a Nagelkerke coefficient of 0.393 were obtained. The results demonstrated that service quality has a significant impact on customer satisfaction. |
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