Examinando por Autor "Suasnabar Porras, Angela Milagros"

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    Calidad del servicio y satisfacción de los usuarios que acuden a boticas Rey Pastor en el contexto COVID-19 - Santa Anita, 2021
    (Universidad Privada Norbert Wiener, 2022-06-06) Suasnabar Porras, Angela Milagros; Chavarria Jaque, Mercedes Antonieta; Aquino Comun, Mery
    The objective of this research was to determine the degree of relationship between service quality and user satisfaction among users visiting Rey Pastor Drugstores in the context of COVID-19 in Santa Anita, 2021. The methodology used was hypothetical-deductive, of a basic type, with a quantitative approach, a descriptive-correlational level, a cross-sectional scope, and a non-experimental design. A 40-question questionnaire (20 for service quality and 20 for user satisfaction) was applied to 379 users. Results: Regarding quality by dimension, the ratings were: reliability, fair (48.8%) and good (29.6%); responsiveness, fair (49.3%) and good (30.1%); assurance, fair (48.5%) and good (30.6%); empathy, fair (49.1%) and good (30.1%); and tangibles, fair (51.2%) and good (28.2%). Regarding satisfaction by dimension, the ratings were: reliability, slightly satisfied (42.2%) and satisfied (36.7%); responsiveness, slightly satisfied (40.4%) and satisfied (36.9%); assurance, slightly satisfied (39.1%) and satisfied (35.1%); empathy, slightly satisfied (38.5%) and satisfied (36.7%); and tangibles, slightly satisfied (40.1%) and satisfied (35.9%). In conclusion, the service quality at the Rey Pastor drugstore chain is at a fair (45.4%) and good (36.4%) level. Likewise, users are slightly satisfied (42.2%) and satisfied (34.6%) with the service received.