Customer satisfaction and loyalty in the gastronomic sector in lima, Peru

Milagros R.P.K.; Jazmin R.G.A.N.; Marie E.-H.R.; Huber P.L.M. · Revista Venezolana de Gerencia (2025) · DOI: 10.52080/rvgluz.30.111.16

Resumen

The study analyzes the relationship between customer satisfaction and customer loyalty in rotisserie chicken restaurants in Miraflores, San Isidro and La Molina, Lima, Peru. A quantitative, multivariate correlational approach and a non-experimental cross-sectional design were adopted. Five dimensions of satisfaction were assessed through surveys of 385 diners: tangibility, reliability, responsiveness, empathy and safety. The results revealed a significant correlation between satisfaction and loyalty (Rho = 0.467). All dimensions showed significant relationships with loyalty, with empathy (Rho = 0.422) standing out as the most influential factor. These findings suggest that customer loyalty in the in the gastronomic sector depends not only on the quality of the product, but also on a comprehensive service experience that includes personalized attention, efficient waiting times, and an adequate ambience. The research highlights the importance of strengthening customer interaction to foster customer loyalty, which is key in a highly competitive post-pandemic market.

Instituciones: Universidad San Ignacio de Loyola