Calidad de servicio como factor de la satisfacción de los consumidores de gas doméstico
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Investigación y Negocios
Abstract
El presente informe estuvo direccionado a determinar la relación existente entre calidad de servicio (CS) y la satisfacción del consumidor (SC) de GLP en la empresa Vulcanogas-Mora- les,2022. Con la finalidad de responder a su objetivo, el estudio se caracterizó por ser de tipo básico, nivel cuantitativo, diseño no experimental y de corte transversal; la muestra estuvo constituida por 200 clientes de la empresa Vulcanogas-Morales. Para efectuar la recopilación de la información requerida, se utilizó la encuesta como técnica y dos cuestionarios como instrumentos, los mismos que fueron evaluados por tres expertos para acreditar su validez y para comprobar su confiabilidad se utilizó coeficiente alfa de Cronbach, Los resultados conseguidos evidenciaron que entre CS y la SC existe relación significativa (ρ = .000) y la correlación positiva perfecta (Rho = .939), asimismo de acuerdo con la percepción de los consumidores el rendimiento percibido es aceptable en un 60 %, expectativas en un 60% y niveles de satisfacción en un 67%. En conclusión mientras más esfuerzo realice la empresa por alcanzar la CS , mayor será la complacencia del cliente.
This report was aimed at determining the relationship be- tween quality of service (QS) and consumer satisfaction (CS) of LPG in the company Vulcanogas-Morales, 2022. In order to meet its objective, the study was characterized as basic, quantitative, non-experimental and cross-sectional design; the sample consis- ted of 200 customers of the Vulcanogas-Morales company. To co- llect the required information, the survey was used as a technique and two questionnaires as instruments, which were evaluated by three experts to prove their validity and to verify their reliability, Cronbach's alpha coefficient was used, The results showed that there is a significant relationship between CS and CS (ρ = . 000) and perfect positive correlation (Rho = .939), also according to the consumers' perception the perceived performance is accep- table in 60%, expectations in 60% and satisfaction levels in 67%, in conclusion, the more effort the company makes to achieve CS, the greater the customer satisfaction
This report was aimed at determining the relationship be- tween quality of service (QS) and consumer satisfaction (CS) of LPG in the company Vulcanogas-Morales, 2022. In order to meet its objective, the study was characterized as basic, quantitative, non-experimental and cross-sectional design; the sample consis- ted of 200 customers of the Vulcanogas-Morales company. To co- llect the required information, the survey was used as a technique and two questionnaires as instruments, which were evaluated by three experts to prove their validity and to verify their reliability, Cronbach's alpha coefficient was used, The results showed that there is a significant relationship between CS and CS (ρ = . 000) and perfect positive correlation (Rho = .939), also according to the consumers' perception the perceived performance is accep- table in 60%, expectations in 60% and satisfaction levels in 67%, in conclusion, the more effort the company makes to achieve CS, the greater the customer satisfaction
Description
Vol. 16, No. 27