Calidad del servicio y fidelización del cliente en la Empresa ISOPETROL Lubricants del Perú S.A.C., Lima - 2018
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Date
2021-01-21
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
En el presente estudio, la investigación y el desarrollo tuvieron como propósito
corroborar y/o comprobar la correlación y/o correspondencia de fidelizar clientes a
través de una adecuada calidad en el servicio como práctica cotidiana y como parte
de la estrategia empresarial de brindar un buen servicio a los clientes y/o
consumidores en el aseguramiento de tener clientes fidelizados, en la Empresa
ISOPETROL Lubricants del Perú S.A.C., Lima - 2018. El estudio de estas dos
variables, lo podemos identificar como el de tipo básico y de enfoque tiene la
característica cuantitativo, correlacional y descriptivo. En cuanto al diseño de la
tesis y de acuerdo a lo sustentado en el desarrollo de este estudio académico de
investigación es el denominado como no experimental. La muestra para la presente
investigación se realizó con ochenta (80) clientes. Como instrumento de
recolección de información para el posterior análisis de esta investigación, se
utilizó el cuestionario de encuesta, la misma que previamente fue validada y arrojó
una confiabilidad del 0.888 y 0.862. Los resultados que se obtuvieron fueron de
acuerdo al siguiente detalle: El 31.25% de los consumidores que participaron en
esta encuesta perciben que la calidad en el servicio brindado por la organización
empresarial, objeto del presente estudio, está en un alto nivel; el 41.25% de
consumidores participantes de la encuesta perciben la calidad del servicio recibido
en regular nivel, que estaría al centro entre el alto y bajo nivel; y, el 27.50% de los
consumidores a quienes se les encuestó, perciben en un bajo nivel la calidad del
servicio recibido durante sus compras en la empresa, objeto de esta investigación.
En cuanto a la percepción de la fidelización de los consumidores que participaron
en las encuestas, se demostró que el 31.25% de los consumidores encuestados,
In the present study, the research and development was traced as the purpose of corroborating and / or checking the correspondence between the practice as part of the business strategy, of providing a good service to customers and / or consumers and the assurance of having Loyal customers, in the ISOPETROL Lubricants del Perú SAC Company, Lima - 2018. The study of these two variables, we can identify as the basic type, with the quantitative, descriptive and correlational approach and in terms of design and according to the sustained in the development of this research, it is non-experimental. For the research sample, it was carried out with eighty (80) clients. As an instrument for collecting information for the subsequent analysis of this research, the survey questionnaire was used, which was previously valid and yielded a reliability of 0.888 and 0.862. The results obtained were according to the following detail: 31.25% of the consumers surveyed, perceive that the quality of the service provided by the business organization, object of this study, is at a high level; 41.25% of consumers surveyed, perceive the quality of the service received, at a regular level that would be in the middle between the high and low level, and 27.50% of the consumers surveyed, perceive at a low level, the quality of the service received during your purchases in the company that is the object of this investigation. Regarding the perception of consumer loyalty, it was shown that 31.25% of the consumers surveyed showed a high or high level of loyalty due to the quality of the good service that the business organization strives to provide, the object of the In this study, 45.00% of the consumers and / or clients who were surveyed, presented a perception of an intermediate or regular level in loyalty to the business organization, object of our
In the present study, the research and development was traced as the purpose of corroborating and / or checking the correspondence between the practice as part of the business strategy, of providing a good service to customers and / or consumers and the assurance of having Loyal customers, in the ISOPETROL Lubricants del Perú SAC Company, Lima - 2018. The study of these two variables, we can identify as the basic type, with the quantitative, descriptive and correlational approach and in terms of design and according to the sustained in the development of this research, it is non-experimental. For the research sample, it was carried out with eighty (80) clients. As an instrument for collecting information for the subsequent analysis of this research, the survey questionnaire was used, which was previously valid and yielded a reliability of 0.888 and 0.862. The results obtained were according to the following detail: 31.25% of the consumers surveyed, perceive that the quality of the service provided by the business organization, object of this study, is at a high level; 41.25% of consumers surveyed, perceive the quality of the service received, at a regular level that would be in the middle between the high and low level, and 27.50% of the consumers surveyed, perceive at a low level, the quality of the service received during your purchases in the company that is the object of this investigation. Regarding the perception of consumer loyalty, it was shown that 31.25% of the consumers surveyed showed a high or high level of loyalty due to the quality of the good service that the business organization strives to provide, the object of the In this study, 45.00% of the consumers and / or clients who were surveyed, presented a perception of an intermediate or regular level in loyalty to the business organization, object of our
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Rendimiento académico
Citation
Ipanaqué de la Fuente Chávez, M. M. Zegarra Murga, D. C. Alarcón Paredes, J. C. (2021). Calidad del servicio y fidelización del cliente en la Empresa ISOPETROL Lubricants del Perú S.A.C., Lima - 2018 (Tesis de Pregrado). Universidad Nacional de Educación Enrique Guzmán y Valle. Lima, Perú.