<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2739-0063</journal-id>
<journal-title><![CDATA[Revista InveCom]]></journal-title>
<abbrev-journal-title><![CDATA[Revista InveCom]]></abbrev-journal-title>
<issn>2739-0063</issn>
<publisher>
<publisher-name><![CDATA[Asociación Investigadores Venezolanos de la Comunicación]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2739-00632025000402110</article-id>
<article-id pub-id-type="doi">10.5281/zenodo.15086437</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Análisis de la calidad del servicio en el sector cafetería en el Perú]]></article-title>
<article-title xml:lang="en"><![CDATA[Analysis of service quality in the coffee sector in Peru]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cáriga Mujica]]></surname>
<given-names><![CDATA[Nicole Naomy]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Callan Bacilio]]></surname>
<given-names><![CDATA[Richard]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[López Sánchez]]></surname>
<given-names><![CDATA[Jorge Luis]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Morillo Azcaño]]></surname>
<given-names><![CDATA[Iker Dacio]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rivera López]]></surname>
<given-names><![CDATA[Cecilia del Pilar]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sánchez López]]></surname>
<given-names><![CDATA[José Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Huánuco  ]]></institution>
<addr-line><![CDATA[Huánuco ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Huánuco  ]]></institution>
<addr-line><![CDATA[Huánuco ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad de Huánuco  ]]></institution>
<addr-line><![CDATA[Huánuco ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad de Huánuco  ]]></institution>
<addr-line><![CDATA[Huánuco ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af5">
<institution><![CDATA[,Universidad de Huánuco  ]]></institution>
<addr-line><![CDATA[Huánuco ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af6">
<institution><![CDATA[,Tecnológico Nacional de México ITS de Escárcega  ]]></institution>
<addr-line><![CDATA[Escárcega ]]></addr-line>
<country>México</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2025</year>
</pub-date>
<volume>5</volume>
<numero>4</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S2739-00632025000402110&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S2739-00632025000402110&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S2739-00632025000402110&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La calidad del servicio es un factor crucial para la satisfacción del consumidor y la competitividad en las cafeterías. Por lo tanto, este estudio tiene como objetivo analizar este aspecto en un establecimiento representativo del sector en Perú, utilizando el modelo SERVQUAL para evaluar las principales dimensiones. La metodología empleada es cuantitativa, con un diseño no experimental y descriptivo, basada en una muestra de 170 clientes seleccionados mediante muestreo aleatorio simple. Para la recopilación de datos, se aplicó una encuesta con un cuestionario en escala de Likert. Los resultados muestran que la calidad del servicio en la cafetería recibe una valoración moderada, con algunas áreas bien percibidas por los clientes y otras que presentan oportunidades de mejora. Se concluye que optimizar la calidad del servicio es esencial para mejorar la percepción del cliente, fortalecer la fidelización y contribuir a la diferenciación en un mercado competitivo. Los hallazgos subrayan la importancia de implementar estrategias para optimizar la calidad del servicio y asegurar una ventaja competitiva sostenible en la industria de las cafeterías.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Service quality is a crucial factor for customer satisfaction and competitiveness in coffee shops. Therefore, this study aims to analyze this aspect in a representative establishment of the sector in Peru, using the SERVQUAL model to evaluate the main dimensions. The methodology used is quantitative, with a non-experimental and descriptive design, based on a sample of 170 customers selected through simple random sampling. A Likert-scale questionnaire was used to collect data. The results show that service quality in the coffee shop receives a moderate rating, with some areas perceived positively by customers and others presenting opportunities for improvement. It is concluded that optimizing service quality is essential to improve customer perception, strengthen loyalty, and contribute to differentiation in a competitive market. The findings underscore the importance of implementing strategies to optimize service quality and ensure a sustainable competitive advantage in the coffee shop industry.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[cafetería]]></kwd>
<kwd lng="es"><![CDATA[calidad de servicio]]></kwd>
<kwd lng="es"><![CDATA[fidelización]]></kwd>
<kwd lng="es"><![CDATA[satisfacción del cliente]]></kwd>
<kwd lng="en"><![CDATA[coffee shop]]></kwd>
<kwd lng="en"><![CDATA[service quality]]></kwd>
<kwd lng="en"><![CDATA[loyalty]]></kwd>
<kwd lng="en"><![CDATA[customer satisfaction]]></kwd>
</kwd-group>
</article-meta>
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