Quality of service and customer satisfaction at Mario S.A.C. 2024.

Galindo-Silva J.T.; Silva-Cruz E.W.; Accacusi-Kañahuire M.E.; Meneses-Claudio B.A. · Aibi, Revista de Investigacion Administracion e Ingenierias (2025) · DOI: 10.15649/2346030x.4967

Resumen

The objective of this study was to analyze the connection between service quality and customer satisfaction in a poultry company in metropolitan Lima. Spearman's rhodium was used in conjunction with a quantitative, non-experimental design approach. This approach includes the use of a survey administered to 120 poultry customers as a research instrument. Service quality was examined using the dimensions (empathy, responsiveness, and reliability), and customer satisfaction was measured using the dimensions (perceived quality, perceived value, and customer expectations). The findings indicate a positive and significant relationship between the two variables studied, with a Spearman rhodium of 0.365, thus accepting the general hypothesis that there is a relationship between service quality and customer satisfaction. Similarly, a positive and significant relationship was calculated between the dimensions studied and customer satisfaction, with the following Spearman rhodiums: empathy (0.376), responsiveness (0.342), and reliability (0.421). Furthermore, the analysis reveals that reliability is the factor that most influences satisfaction, indicating that if the initial service offer is met, customer satisfaction will increase. The conclusion is that this provides relevant information by confirming the relationship between the variables and dimensions analyzed, highlighting the positive influence of service quality on customer satisfaction, which contributes significant data to the field of study.

Instituciones: Universidad Tecnológica del Perú