La calidad de servicio y su influencia en la satisfacción de los clientes de la empresa Aefefilms, 2024.

Abstract

The objective of this research was to identify how service quality influences customer satisfaction of the audiovisual company Aefefilms in the year 2024. To do this, a quantitative approach with a correlational scope and a non-experimental cross-sectional design was applied. The sample included 50 clients of the company, selected intentionally. Data collection was carried out using a 22-item questionnaire based on the Likert scale, evaluating dimensions such as tangible elements, reliability, responsiveness, security and empathy. To analyze and obtain the results, SPSS software was used, which allows for the results of the Rho Spearman correlation coefficient and the significance analysis. The instrument reached a Cronbach's Alpha coefficient of 0.975, guaranteeing high reliability. The results showed a significant correlation between service quality and customer satisfaction (Spearman's Rho = 0.839). Therefore, it was confirmed that service quality significantly influences the satisfaction of the company's customers, in such a way that the null hypothesis was confirmed and the alternative was accepted, the other results reflected the same in each of the studied dimensions.