La calidad del servicio y su influencia en la satisfacción del cliente en la lubricadora Jaime Chávez Gutiérrez en la ciudad de Manta 2023.

Abstract

This research, prior to obtaining a degree in business administration from the Laica Eloy Alfaro University of Manabí, supports the development of two themes or variables, the independent one that is presented as X Quality of the service, and the dependent one that is presented as and customer satisfaction. In view of the problems referred to with clients and complaints of delays in service and uncomfortable waiting areas. The methodology used is descriptive in scope, non-experimental – transversal and quantitative in design. To determine the correlation, descriptive statistics and correlational analysis with the SPSS Statistics system were used. With which it was possible to determine a high positive correlation of 0.897 with a level of significance even lower than 0.01. The data collection instrument was adopted from the theories of (Parasuraman, Zeithaml, & Berry, 1988) (Mejías Acosta & Sergey Manrique, 2011) with a reliability according to the Cronbach alpha instrument of 0.995. This research project determines influence between the variables and therefore accepts the alternative hypothesis that was initially proposed.