TY - GEN
T1 - Gestión por Procesos para la Calidad del Servicio de una PYME del Sector Gastronómico
AU - Avendaño Delgado, Enrique M.
AU - Vargas, Hanako Hikaru Anais Benites
AU - Vera, Melissa Elizabeth Silva
AU - Florian-Sanchez, O. Daniel
AU - Florian Castillo, Odar R.
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - The objective of the research was to determine the influence of the implementation of Process Management on the Quality of service of an SME in the gastronomic sector. The study was longitudinal, experimental, mixed. The population was 800 clients. A questionnaire validated by expert judgment and reliable (Cronbach's α of 0.855) was applied to 260 clients, an interview with the General Manager and non-participant observations were carried out at the company's facilities. The situation of the SME was diagnosed, through the Ishikawa diagram to know the problems of different areas; and EFE matrix. The operational processes were diagrammed and documented, with their respective files and indicators. The result of the pretest was 58.40% and in the post test 65.40%, with a variation of 12% in customer satisfaction. The percentage of completion of the processes went from 66.17% in the pretest to 82.94% in the posttest, with an improvement of 25.34%. Through the Wilcoxon hypothesis test, it was determined that the Quality of Service of the company has a significant influence (p = 0.00 < 0.05) between before and after the Implementation of Process Management. The feasibility of the project was determined with an initial investment of S/.9 515, a NPV of S/. 14,254; an IRR of 71.1%, a B/C ratio of 1.84.
AB - The objective of the research was to determine the influence of the implementation of Process Management on the Quality of service of an SME in the gastronomic sector. The study was longitudinal, experimental, mixed. The population was 800 clients. A questionnaire validated by expert judgment and reliable (Cronbach's α of 0.855) was applied to 260 clients, an interview with the General Manager and non-participant observations were carried out at the company's facilities. The situation of the SME was diagnosed, through the Ishikawa diagram to know the problems of different areas; and EFE matrix. The operational processes were diagrammed and documented, with their respective files and indicators. The result of the pretest was 58.40% and in the post test 65.40%, with a variation of 12% in customer satisfaction. The percentage of completion of the processes went from 66.17% in the pretest to 82.94% in the posttest, with an improvement of 25.34%. Through the Wilcoxon hypothesis test, it was determined that the Quality of Service of the company has a significant influence (p = 0.00 < 0.05) between before and after the Implementation of Process Management. The feasibility of the project was determined with an initial investment of S/.9 515, a NPV of S/. 14,254; an IRR of 71.1%, a B/C ratio of 1.84.
KW - Customer satisfaction
KW - Gastronomy Sector
KW - Process Management
KW - SME
KW - Service Quality
UR - https://www.scopus.com/pages/publications/85172339420
M3 - Contribución a la conferencia
AN - SCOPUS:85172339420
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Y2 - 19 July 2023 through 21 July 2023
ER -