Calidad del servicio y satisfacción del cliente de la empresa Alpecorp S.A., 2018

Abstract

El objetivo de esta investigación es determinar la relación existente entre calidad de servicio y satisfacción del cliente en la empresa Alpecorp SA. 2018. Este es un estudio de tipo correlacional, de diseño no experimental y de corte transversal, los datos fueron recaudados mediante las encuestas: para la variable calidad de servicio se usó el modelo SERVQUAL, estructurada en cinco dimensiones: Fiabilidad, Sensibilidad, Seguridad, Empatía y Elementos Tangibles y para la variable satisfacción se usó el instrumento elaborado por Agustín Alexander Mejías-AcostaI, Sergey Manrique-ChirkovaI (2011), presenta cinco dimensiones: Calidad funcional percibido, Calidad técnica percibida, Valor percibido, Confianza y Expectativas. De acuerdo con la escala de Likert, aplicado a 69 clientes. Los resultados obtenidos mediante el Rho de Spearman es de 0.821 lo que indica que existe una relación directa, también se halló un p valor de 0.000 (p<0.05), que significa que la relación es altamente significativa. En conclusión, se tiene: que la calidad de servicio y la satisfacción del cliente de la empresa Alpecorp SA, están significativamente relacionados, esto es, a mayor nivel en la calidad de servicio, mayor será la satisfacción del cliente o viceversa.The objective of the research is to determine the relationship between quality of service and customer satisfaction in the company Alpecorp, 2018. It was executed considering the following types: Cross-sectional, whose data were collected through two surveys, according to the scale of Likert applied to 69 clients. The instruments were validated by expert judgment and Cronbach alpha statistics. The quality of service variable was measured with the SERVQUAL model, which is made up of five dimensions: Reliability, Sensitivity, Safety, Empathy, and Tangible Elements. The model for measuring satisfaction was that prepared by Agustín Alexander Mejías-Acosta, Sergey Manrique -ChirkovaI presents five dimensions: perceived functional quality, perceived technical quality, perceived value, confidence, and expectations. It is thus that we have as a result that the quality of service and the customer satisfaction of the company Alpecorp, are related to a Spearman's Rho of 0.821, which indicates a direct and positive relationship, and a p-value equal to 0.000 ( p <0.05), so the relationship is highly significant. In conclusion, both the quality of service and satisfaction are closely related to the perception of Alpecorp customers, as it is a linear and positive relationship it is estimated that, if the quality of service increases, Customer Satisfaction will also increase. vice versa.