TY - GEN
T1 - Gestión de Procesos y la Satisfacción del Cliente en un Minimarket en Trujillo
AU - Boñón-Silva, Cesia Elizabeth
AU - Morales-Alva, Erika Antonella
AU - Morales-Arévalo, Flavia Fernanda
AU - Bravo-Huivin, Elizabeth Kristina
AU - Deza-Castillo, Juan Miguel
AU - Alfaro-Rosas, Jorge Luis
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - This research work was aimed at determining the influence of a process management model on customer satisfaction in a minimarket in Trujillo during the 2019-2021 period. The work methodology is applied according to the purpose, therefore, the design is pre-experimental, where a reliable questionnaire (Cronbach's Alpha of 0.75) was applied to 52 clients. Likewise, an interview guide applied to the manager and collaborators of the company, and the questionnaire which was applied to consumers were taken as data collection instruments. The study began with the Diagnosis of the processes in the minimarket, before applying the process management model, Proposal based on the process management model, Economic Analysis and Evaluation and Monitoring of the Proposal. It is concluded that customer satisfaction in the post-test is at the "Excellent" level, having obtained an average score of 4.57, compared to 2.94 obtained in the pre-test, for which the implementation resulted in an impact positive, achieving an increase of 1.63 points. Finally, the investigation culminated in the economic evaluation, obtaining a NPV of S/. 47, 103.13 and a benefit cost of 18.99%.
AB - This research work was aimed at determining the influence of a process management model on customer satisfaction in a minimarket in Trujillo during the 2019-2021 period. The work methodology is applied according to the purpose, therefore, the design is pre-experimental, where a reliable questionnaire (Cronbach's Alpha of 0.75) was applied to 52 clients. Likewise, an interview guide applied to the manager and collaborators of the company, and the questionnaire which was applied to consumers were taken as data collection instruments. The study began with the Diagnosis of the processes in the minimarket, before applying the process management model, Proposal based on the process management model, Economic Analysis and Evaluation and Monitoring of the Proposal. It is concluded that customer satisfaction in the post-test is at the "Excellent" level, having obtained an average score of 4.57, compared to 2.94 obtained in the pre-test, for which the implementation resulted in an impact positive, achieving an increase of 1.63 points. Finally, the investigation culminated in the economic evaluation, obtaining a NPV of S/. 47, 103.13 and a benefit cost of 18.99%.
KW - Customer satisfaction
KW - Customer service
KW - Process management
KW - Strategy
KW - Value proposition
UR - https://www.scopus.com/pages/publications/85140038460
U2 - 10.18687/LACCEI2022.1.1.312
DO - 10.18687/LACCEI2022.1.1.312
M3 - Contribución a la conferencia
AN - SCOPUS:85140038460
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Pena, Andrea
A2 - Viloria, Jose Angel Sanchez
T2 - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022
Y2 - 18 July 2022 through 22 July 2022
ER -