Service Quality and Customer Satisfaction in a Peruvian SME

Miñan Olivos G.S.; Marrujo Ingunza C.N. · CISCI - Conferencia Iberoamericana en Sistemas, Cibernetica e Informatica (2024) · DOI: 10.54808/cisci2024.01.513

Resumen

The aim of this study was to determine the existence of a relationship between service quality and customer satisfaction in a Peruvian micro or small enterprise (MYPE). To this end, a sample of 80 customers from the selected MYPE was chosen, to whom a structured questionnaire based on relevant variables and dimensions was administered. The questionnaire comprised 22 items focused on service quality and 8 items intended to assess customer satisfaction. The methodology adopted was applied, with a non-experimental, cross-sectional, and correlational design, under a quantitative approach. The instrument used was validated by three experts, and a reliability analysis was conducted using Cronbach’s Alpha coefficient. The findings revealed that the Pearson correlation coefficient R was 0.723, indicating a strong correlation between the variables of service quality and customer satisfaction. Furthermore, regarding the dimension of perceived performance and service quality, the value of the Pearson R technique was 0.700, suggesting a significant correlation between perceived performance and the quality of service provided by the studied MYPE. © CISCI - Simposium Iberoamericano en Educacion, Cibernetica e Informatica 2024.

Instituciones: Universidad de Ciencias y Humanidades