Service, Quality and Satisfaction in Rent a Card Company

Abstract

Among the many most relevant elements in the universe of national and international business, are service, quality and customer satisfaction. It is essential that financial or business entities strengthen their quality standards in order to compensate for all the shortcomings of their users. Therefore, the primary purpose of this analysis is to determine the relationship between the quality of service and customer satisfaction in the Rent A Card company Servicentros del Sur S.A.C. Arequipa- Peru, 2021; company dedicated to the rental of cars for the mining sector. The materials and methods of the project in a descriptive, correlational, non-experimental and cross-sectional research. Population made up of the company's clients. The instrument was estimated on the Likert Scale in five dimensions respectively. The results revealed that there is no doubt that there is a relationship between quality of service and customer satisfaction in the company in question. It was concluded that a quality service must coincide with the requirements of the users and their perception realities, since he himself is the one who perceives his business environment, always based on his service expectations and finally demonstrating his satisfaction with what was received.