Excellence in Service and Its Influence on Customer Loyalty in a Grocery Store in Comas, 2025

Villegas-Montero V.N.; Fernández-Bedoya V.H. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2025) · DOI: 10.18687/leird2025.1.1.636

Resumen

The objective of this study was to determine the influence of service excellence on customer loyalty (and its dimensions trust or empathy, reliability, responsibility, responsiveness and tangibility) in a grocery store in Comas, 2025. Research with quantitative approach, applied type, with explanatory and descriptive level, non- experimental design and cross-sectional. The population was finite, consisting of 120 customers of the store studied. Its sample amounted to 92 customers. The technique applied was the virtual survey. The instrument consisted of 20 items, which was validated quantitatively, endorsed by 3 expert judges. Reliability was very high for both variables (α = 0.909 and 0.956). Results were obtained from normality tests, general descriptive statistics and also by items, as well as inferential statistics. It was concluded that determining the influence of service excellence on customer loyalty in a grocery store in Comas, 2025, as well as its dimensions (sig. = 0.000; r2 = 0.751). © LEIRD 2025.All rights reserved.

Instituciones: Universidad César Vallejo