Calidad de servicio y fidelización de los clientes en tiempos de COVID-19 en el Grupo Médico "Señor de Huanca" Cusco, Perú-2021
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Abstract
El objetivo del estudio fue determinar la relación entre calidad de servicio y la fidelización de los clientes en tiempos de COVID-19 en el Grupo Médico "Señor de Huanca" Cusco, Perú- 2021. Tiene un enfoque cuantitativo de tipo descriptivo-correlacional de diseño no experimental y transversal. Los resultados del estudio presentan que la calidad de servicio es buena en un 44% y excelente en un 36% y regular en 15,5%. Asimismo, se observa una fidelización del 70% de los clientes y un 14,5% altamente fidelizado y solo 12,3% regularmente fidelizado. Concluyéndose que la calidad de servicio con un Rho 0,47 y un p valor de 0,000 está relacionado en forma directa, media y significativa con la fidelización. Es decir, en el Grupo Médico "Señor de Huanca", Cusco, Perú, en el año 2021, la calidad de servicio está implicando de forma directa, media y significativa en la fidelización de sus clientes.
The objective of the study was to determine the relationship between service quality and customer loyalty in times of COVID-19 in the "Señor de Huanca" Medical Group Cusco, Peru- 2021. In a quantitative approach, of a descriptive-correlational type of non-experimental and cross-sectional design. The results of the study show that the service quality is good in 44% and excellent in 36% and fair in 15.5%; Likewise, there is a loyalty of 70% of customers and 14.5% highly loyal and only 12.3% regularly loyal. Concluding that the Quality of Service with a Rho 0.47 and a p value of 0.000 is directly, medium and significant related to loyalty. In other words, in the Medical Group "Señor de Huanca" in Cusco, Peru in this year 2021; the quality of service is directly, medium and significantly implicating in the loyalty of its customers.
The objective of the study was to determine the relationship between service quality and customer loyalty in times of COVID-19 in the "Señor de Huanca" Medical Group Cusco, Peru- 2021. In a quantitative approach, of a descriptive-correlational type of non-experimental and cross-sectional design. The results of the study show that the service quality is good in 44% and excellent in 36% and fair in 15.5%; Likewise, there is a loyalty of 70% of customers and 14.5% highly loyal and only 12.3% regularly loyal. Concluding that the Quality of Service with a Rho 0.47 and a p value of 0.000 is directly, medium and significant related to loyalty. In other words, in the Medical Group "Señor de Huanca" in Cusco, Peru in this year 2021; the quality of service is directly, medium and significantly implicating in the loyalty of its customers.
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Vol. 3, No. 4