Quality of service and corporate image in essalud, Peru

Menacho Vargas I.; Mallqui Salazar V.R.; Ibarguen Cueva F.; Córdova García U. · Revista Venezolana de Gerencia (2020) · DOI: 10.37960/rvg.v25i91.33198

Resumen

The study aimed to determine the relationship that links service quality and corporate image in the insurance and economic benefits-EsSalud office in the San Miguel district, Lima, Peru. A basic, non-experimental, cross-sectional, descriptive, correlational study was conducted. The sample consisted of 374 users. Two questionnaires were applied: ‘quality of services and corporativa corporate image’ of authorship of the researchers, validated by expert judgment and reliable by Cronbach’s alpha (.952 and, 924 respectively). The results were obtained using Spearman’s correlation analysis, indicating that the quality of service was directly and weakly related to the corporate image (r =, 205). It was concluded that the quality of service should be improved in order to generate a better corporate image in users, for which some viable strategies are suggested in this regard.

Instituciones: Universidad Privada San Juan Bautista; Universidad César Vallejo