Satisfacción y lealtad del cliente en el sector gastronómico en Lima, Perú
Resumen
El estudio analiza la relación entre la satisfacción del cliente y su lealtad en restaurantes de pollo rostizado en Miraflores, San Isidro y La Molina, Lima, Perú. Se adoptó un enfoque cuantitativo, correlacional multivariado y un diseño no experimental de corte transversal. A través de encuestas a 385 comensales, se evaluaron cinco dimensiones de satisfacción: tangibilidad, fiabilidad, capacidad de respuesta, empatía y seguridad. Los resultados revelaron una correlación significativa entre satisfacción y lealtad (Rho = 0.467). Todas las dimensiones mostraron relaciones significativas con la lealtad, destacando la empatía (Rho = 0.422) como el factor con mayor influencia. Estos hallazgos sugieren que la lealtad del cliente en el sector gastronómico depende no solo de la calidad del producto, sino de una experiencia integral de servicio que incluye atención personalizada, tiempos de espera eficientes y un ambiente adecuado. La investigación resalta la importancia de fortalecer la interacción con los clientes para fomentar su fidelización, lo que resulta clave en un mercado altamente competitivo tras la pandemia.
Citas
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