{"id":8401,"date":"2023-10-28T15:13:16","date_gmt":"2023-10-28T15:13:16","guid":{"rendered":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/?p=8401"},"modified":"2023-10-28T15:17:54","modified_gmt":"2023-10-28T15:17:54","slug":"la-evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-cafe","status":"publish","type":"post","link":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/2023\/10\/28\/la-evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-cafe\/","title":{"rendered":"La Evaluaci\u00f3n de la calidad en el servicio: una aplicaci\u00f3n pr\u00e1ctica en un establecimiento de Caf\u00e9"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"8401\" class=\"elementor elementor-8401\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2c357a0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2c357a0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5787b8c\" data-id=\"5787b8c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5b46804 elementor-widget elementor-widget-spacer\" data-id=\"5b46804\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.14.0 - 26-06-2023 *\/\n.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}.e-con{--container-widget-width:100%}.e-con-inner>.elementor-widget-spacer,.e-con>.elementor-widget-spacer{width:var(--container-widget-width,var(--spacer-size));--align-self:var(--container-widget-align-self,initial);--flex-shrink:0}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container,.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer,.e-con>.elementor-widget-spacer>.elementor-widget-container,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer{height:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner{height:var(--container-widget-height,var(--spacer-size))}<\/style>\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-acc35b4 elementor-widget elementor-widget-heading\" data-id=\"acc35b4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.14.0 - 26-06-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">> Colecci\u00f3n: Turismo y Hoteler\u00eda\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e6a6b7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4e6a6b7\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.14.0 - 26-06-2023 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon .elementor-divider-separator:before,.elementor-widget-divider--view-line_text .elementor-divider-separator:after,.elementor-widget-divider--view-line_text .elementor-divider-separator:before{display:block;content:\"\";border-bottom:0;flex-grow:1;border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--element-align-left .elementor-divider .elementor-divider-separator>.elementor-divider__svg:first-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-left .elementor-divider-separator:before{content:none}.elementor-widget-divider--element-align-left .elementor-divider__element{margin-left:0}.elementor-widget-divider--element-align-right .elementor-divider .elementor-divider-separator>.elementor-divider__svg:last-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-right .elementor-divider-separator:after{content:none}.elementor-widget-divider--element-align-right .elementor-divider__element{margin-right:0}.elementor-widget-divider:not(.elementor-widget-divider--view-line_text):not(.elementor-widget-divider--view-line_icon) .elementor-divider-separator{border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-55e750f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"55e750f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-632ad8a\" data-id=\"632ad8a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b5b7ff0 elementor-widget elementor-widget-heading\" data-id=\"b5b7ff0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">La Evaluaci\u00f3n de la calidad en el servicio: una aplicaci\u00f3n pr\u00e1ctica en un establecimiento de Caf\u00e9<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b90009 elementor-widget elementor-widget-heading\" data-id=\"9b90009\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><b>Autor:<\/b> Ibarra-Morales, Luis Enrique; Woolfolk-Gallego, Laura Elena; Meza-L\u00f3pez, Bethania Irelia; Gelain-Rodr\u00edguez, Edith Teresita<br>\n<b>A\u00f1o:<\/b> 2020<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-75a522b\" data-id=\"75a522b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e5cf917 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e5cf917\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0417259\" data-id=\"0417259\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ea3c6c1 elementor-widget elementor-widget-image\" data-id=\"ea3c6c1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.14.0 - 26-06-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"344\" height=\"480\" src=\"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-content\/uploads\/2023\/10\/La-Evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-Cafe.png\" class=\"attachment-full size-full wp-image-8403\" alt=\"\" srcset=\"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-content\/uploads\/2023\/10\/La-Evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-Cafe.png 344w, https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-content\/uploads\/2023\/10\/La-Evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-Cafe-215x300.png 215w\" sizes=\"auto, (max-width: 344px) 100vw, 344px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3d21e5 elementor-widget elementor-widget-heading\" data-id=\"c3d21e5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Libro en formato digital            <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-86740f5\" data-id=\"86740f5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-15f946a elementor-widget elementor-widget-text-editor\" data-id=\"15f946a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.14.0 - 26-06-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><strong>Resumen<\/strong><strong>:\u00a0<\/strong>La evaluaci\u00f3n de la calidad en el servicio se ha convertido en una herramienta muy poderosa para que las organizaciones logren, entre otros prop\u00f3sitos, fidelizar a los clientes y ser m\u00e1s competitivas. En un contexto particular; este art\u00edculo ofrece un estudio de car\u00e1cter cuantitativo sobre la percepci\u00f3n de los clientes en torno a la calidad en el servicio brindado por una cadena de caf\u00e9 localizada en Hermosillo, Sonora. El objetivo general es hacer esta evaluaci\u00f3n a trav\u00e9s de la metodolog\u00eda Servperf, en los establecimientos de caf\u00e9 de una marca reconocida. Con este objetivo, fue necesario aplicar una encuesta a 750 clientes a fin de determinar que las pruebas de validez y consistencia interna de la escala fueron satisfactorias, con un alfa de Cronbach a nivel de 0.977. Para indagar sobre la estructura subyacente de los 25 \u00edtems que integraron la encuesta, se emple\u00f3 el an\u00e1lisis de componentes principales con rotaci\u00f3n Varimax, que revel\u00f3 la existencia de dos variables que explican el 70.999 % de la varianza.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b3006f1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b3006f1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-729a57d\" data-id=\"729a57d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-37a330d elementor-widget elementor-widget-text-editor\" data-id=\"37a330d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default elementor-inline-editing pen\" style=\"font-family: var( --e-global-typography-83641c3-font-family ), Sans-serif; font-size: var( --e-global-typography-83641c3-font-size ); font-style: normal; font-weight: var( --e-global-typography-83641c3-font-weight ); line-height: var( --e-global-typography-83641c3-line-height ); color: var( --e-global-color-text ); text-align: center;\" spellcheck=\"false\" data-elementor-setting-key=\"title\" data-pen-placeholder=\"Teclea aqu\u00ed...\" data-ms-editor=\"true\"><em>* Recuerda que, para consultar esta publicaci\u00f3n, debes logearte previamente con tu ususario y contrase\u00f1a del moodle del aula virtual en Mi Campus.<\/em><\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82ab82f elementor-align-center elementor-widget elementor-widget-button\" data-id=\"82ab82f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.proquest.com\/docview\/2728578597\/5D026E9FF9A7450CPQ\/1?accountid=14747\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Encu\u00e9ntralo aqu\u00ed<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e5f525 elementor-widget elementor-widget-spacer\" data-id=\"9e5f525\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>> Colecci\u00f3n: Turismo y Hoteler\u00eda La Evaluaci\u00f3n de la calidad en el servicio: una aplicaci\u00f3n pr\u00e1ctica en un establecimiento de Caf\u00e9 Autor: Ibarra-Morales, Luis Enrique; Woolfolk-Gallego, Laura Elena; Meza-L\u00f3pez, Bethania &#8230; <a title=\"La Evaluaci\u00f3n de la calidad en el servicio: una aplicaci\u00f3n pr\u00e1ctica en un establecimiento de Caf\u00e9\" class=\"read-more\" href=\"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/2023\/10\/28\/la-evaluacion-de-la-calidad-en-el-servicio-una-aplicacion-practica-en-un-establecimiento-de-cafe\/\" aria-label=\"M\u00e1s en La Evaluaci\u00f3n de la calidad en el servicio: una aplicaci\u00f3n pr\u00e1ctica en un establecimiento de Caf\u00e9\">Leer m\u00e1s<\/a><\/p>\n","protected":false},"author":2,"featured_media":8407,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-8401","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-turismo-y-hoteleria"],"_links":{"self":[{"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/posts\/8401","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/comments?post=8401"}],"version-history":[{"count":6,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/posts\/8401\/revisions"}],"predecessor-version":[{"id":8855,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/posts\/8401\/revisions\/8855"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/media\/8407"}],"wp:attachment":[{"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/media?parent=8401"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/categories?post=8401"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/fcctp.usmp.edu.pe\/biblioteca\/wp-json\/wp\/v2\/tags?post=8401"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}