Marketing management and its relationship with the quality of customer service

Abstract

The companies or organizations are apparently efficient. However, an evaluation of these organizations can contribute to an accurate rating of their work. The objective was to determine the relationship of the Marketing Management with the Quality of customer service in the Cosmetic Perfumery Company "Belleza"-Huancayo 2022. The type of research was descriptive correlational with the explanatory level. 30 questionnaires with 20 questions evaluated with the Likert scale were processed in Marketing Management (independent variable) and Quality of customer service (dependent variable). It is concluded that the Marketing Management has a positive and significant relationship with the Quality of customer service, supported by the Pearson impact coefficient of 0.958 and a p value of 0.000. As there is sufficient statistical evidence, the alternative hypothesis that posits a positive relationship between both variables is accepted. The Pearson connection of the dimensions between both variables showed a moderate positive connection to a high positive connection: Feeling with Empathy (r = 0.560; p = 0.001); Responsive performance (r = 0.742; p = 0.000); Loyalty with confidence (r = 0.614; p = 0.000).