Resumen

CARIGA MUJICA, Nicole Naomy et al. Analysis of service quality in the coffee sector in Peru. Revista InveCom [online]. 2025, vol.5, n.4, e504110.  Epub 25-Jun-2025. ISSN 2739-0063.  https://doi.org/10.5281/zenodo.15086437.

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.

Palabras clave : coffee shop; service quality; loyalty; customer satisfaction.

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