Service quality and customer satisfaction at the mype "Creditos Becerra", Lima, 2022

Cornelio-Ruiz W.; Becerra-Quiquia J.; Meneses-Claudio B.; Rios-Rios S. · Salud, Ciencia y Tecnologia - Serie de Conferencias (2023) · DOI: 10.56294/sctconf2023467

Resumen

People usually start committing to quality service with great enthusiasm, but then companies face difficulties in maintaining a positive attitude or retaining employees in the company, after giving satisfactory results, they do not feel that reciprocity from the company, so they leave to find better job opportunities in other companies. These factors clearly affect customer satisfaction, and the repercussions are reflected in the lack of attention to customer needs; long response times, lack of empathy with the customer, referring the customer from one section to another, not providing humanized attention, not offering a solution to the customer's problem. In this sense, the study was oriented to measure the ratio between customer satisfaction and service quality in the Mype "Créditos Becerra", Lima, 2022. Its result was a bilateral significance of 0,000 < 0,005, that is, the alternative hypothesis is approved, there is a correlation between customer satisfaction and service quality, in addition a correlation index of 0,953 is observed, demonstrating a high reciprocity between both variables in question. It was concluded that the enthusiasm for quality should be nurtured in people in order not to lose, and there is much dependence on the part of the guides of the companies, all in order to maintain optimal consumer satisfaction. © Autor(es); 2023.

Instituciones: Universidad Tecnológica del Perú