Browsing by Author "Parra Travez, Eric David"

Now showing 1 - 3 of 3
  • No Thumbnail Available
    Item
    Calidad del servicio y la satisfacción del cliente del Centro Comercial Popular el Salto de la Ciudad de Latacunga
    (Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Aguilar Chancusig, Johana Fernanda; Tulmo Molina, Jenifer Alexandra; Parra Travez, Eric David
  • No Thumbnail Available
    Item
    Calidad del servicio y la satisfacción del cliente en la Cooperativa de Ahorro y Crédito 15 de Agosto de Pilacoto Ltda
    (Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Chile Almachi, Jennifer Solange; Toapanta Tumbaico, Maycol Sebastian; Parra Travez, Eric David
    Currently, financial institutions face numerous challenges due to increasing competition and ever-growing customer demands. They strive to attract new customers and retain existing ones; however, in a highly competitive environment, offering quality financial products is no longer enough to guarantee loyalty. Financial institutions must adapt to their customers' needs and understand the evolution of their habits. This study, conducted at the "15 de Agosto de Pilacoto" cooperative, aimed to determine the relationship between service quality and customer satisfaction. To this end, the opinions of members and customers regarding the attention and services received were collected. A quantitative, applied, and descriptive correlational study was carried out using the SERVQUAL model. The results indicate that when customers perceive high-quality service, greater satisfaction is also observed, leading to better cooperative management and the provision of improved financial services
  • No Thumbnail Available
    Item
    Calidad del servicio y satisfacción de los clientes en el polideportivo SELC en la ciudad de Latacunga
    (Universidad Técnica de Cotopaxi (UTC). Ciencias Administrativas y Económicas. Carrera Administración de Empresas, 2026-08-17) Acosta Aimacaña, Erik Joel; Perez Andrango, Silvia Estefania; Parra Travez, Eric David
    The present research aimed to analyze the relationship between service quality and customer satisfaction at the SELC Sports Center in the city of Latacunga. A quantitative approach was applied, with a descriptive-correlational scope, a non-experimental and cross-sectional design, considering a population of 311 users and a sample of 172 participants selected through simple random probabilistic sampling. In addition, the information was collected through a structured questionnaire of 20 items with a Likert scale, based on the SERVQUAL model, validated by expert judgment and with a general reliability of 0.991 according to Cronbach's alpha. The results showed a moderately favorable perception of service quality and a medium-to-high level of satisfaction. Empathy, responsiveness, and tangibility stood out as the highest-rated dimensions, while reliability, perceived value, and facility conditions presented opportunities for improvement. Finally, Spearman’s rho coefficient showed a very strong, positive, and statistically significant relationship between the variables (ρ = 0.950, p < 0.001), indicating that a better perception of service quality is associated with higher levels of customer satisfaction.