Browsing by Author "Ponce Bermeo, Lesly Michelle"

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    Influencia del liderazgo en la satisfacción del personal y como este repercute en la calidad del servicio en la empresa de bar restaurante Taproom S.A.
    (Universidad de Cuenca, 2025-09-26) Guamán Tenesaca, Gabriela Fernanda; Ponce Bermeo, Lesly Michelle; Rojas Luna, Rosa Vanesa
    This study identifies leadership styles, job satisfaction levels, and service quality at Taproom S.A., a company with six points of sale nationwide, which is the field of application of the instruments used to collect information. The research is descriptive and correlational in nature, with a cross-sectional and quantitative approach, as it used Goleman and Boyatzis' Resonant Leadership Style questionnaire, Job Satisfaction S20/23, and the SERVQUAL model for service quality. The first two instruments were used on the company's 49 employees, and SERVQUAL was used on 384 customers, a sample obtained through proportional stratified sampling. The predominant leadership style is coaching (16.93%), followed by authoritarian (16.8%). Job satisfaction is intermediate with a positive trend (3.35), with the highest-rated dimension being intrinsic and the lowest-rated being participation. Finally, the quality of service perceived by consumers is acceptable, with a need to improve gaps, mainly in tangible elements and sensitivity. Using Pearson's correlation coefficient, a very strong positive relationship was found between the variable leadership and job satisfaction (0.970), and a very strong positive association was also found between the variable job satisfaction and service quality (0.907). Based on the results obtained, strategies and actions have been proposed to address areas for improvement in order to strengthen the internal organization.