Calidad del servicio y la satisfacción de los clientes en la mype “Creditos Becerra”, Lima, 2022

Widney Cornelio-Ruiz; Jean Becerra-Quiquia; Brian Meneses-Claudio; Segundo Rios-Rios

doi:10.56294/sctconf2023467

Original

Published: 2023-10-10

DOI: https://doi.org/10.56294/sctconf2023467

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

Abstract

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.

Keywords:

Service Quality,

Customer Satisfaction,

Becerra Credits,

MYPE,

How to Cite

Cornelio-Ruiz W, Becerra-Quiquia J, Meneses-Claudio B, Rios-Rios S. Service quality and customer satisfaction at the mype "Creditos Becerra", Lima, 2022. Salud, Ciencia y Tecnología - Serie de Conferencias [Internet]. 2023 Oct. 10 [cited 2024 Jul. 3];2:467. Available from: https://conferencias.saludcyt.ar/index.php/sctconf/article/view/467

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The article is distributed under the Creative Commons Attribution 4.0 License. Unless otherwise stated, associated published material is distributed under the same licence.

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IV Jornadas de Fundamentos y Aplicaciones de la Interdisciplina (JFAI2023)

Vol. 2 (2023)

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