TY - GEN
T1 - Gestión Estratégica para la Calidad de Servicio de una Mype del Sector Comercial
AU - Florián Castillo, Odar R.
AU - Torres, Betty Suarez
AU - Moscol, Abraham Montero
AU - Ñontol Rodas, Alexis Gianfranco
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - The objective of this research is to design a strategic management model for the service quality in the SME of the commercial sector of Trujillo 2021, the research uses a non-experimental design, to execute the data collection instruments, the SERVIQUAL model was used as part of the survey aligned to the variable referred to as quality of service, analyzing the internal and external situation through the crossed SWOT matrix, which facilitates relating and defining strategies suitable for improving and reinforcing opportunities, which resulted in a result of 9 strategies. However, the results obtained from the EFI (2.59) and EFE (2.39) matrices show a location in cell V of the proposed matrix with an average of (2.49), the processes involved with Strategic Management were also identified, estimating the indicators of strategic management and, finally, determine the social and environmental impact, concluding that it is necessary to implement market penetration strategies, therefore the importance of considering all these tools as part of the strategic planning that the company must comply with for its full development. within the market it is in, thus becoming more competitive and sustainable over the years.
AB - The objective of this research is to design a strategic management model for the service quality in the SME of the commercial sector of Trujillo 2021, the research uses a non-experimental design, to execute the data collection instruments, the SERVIQUAL model was used as part of the survey aligned to the variable referred to as quality of service, analyzing the internal and external situation through the crossed SWOT matrix, which facilitates relating and defining strategies suitable for improving and reinforcing opportunities, which resulted in a result of 9 strategies. However, the results obtained from the EFI (2.59) and EFE (2.39) matrices show a location in cell V of the proposed matrix with an average of (2.49), the processes involved with Strategic Management were also identified, estimating the indicators of strategic management and, finally, determine the social and environmental impact, concluding that it is necessary to implement market penetration strategies, therefore the importance of considering all these tools as part of the strategic planning that the company must comply with for its full development. within the market it is in, thus becoming more competitive and sustainable over the years.
KW - Commercial sector
KW - SERVIQUAL
KW - SMEs
KW - Service Quality
KW - Strategic management
UR - https://www.scopus.com/pages/publications/85150697247
U2 - 10.18687/LEIRD2022.1.1.54
DO - 10.18687/LEIRD2022.1.1.54
M3 - Contribución a la conferencia
AN - SCOPUS:85150697247
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 2nd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 2nd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2022
Y2 - 6 December 2022 through 7 December 2022
ER -