TY - GEN
T1 - Gestión por Procesos para la Satisfacción del Cliente en una Empresa Mype de Servicios
AU - Florián Castillo, Odar R.
AU - Torres, Betty Suarez
AU - Dixon Yanpier, Diaz León
AU - Santos Yonel, Obando Obando
AU - Florián-Sánchez, Odar Daniel
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - The objective of the research was to demonstrate the influence of the implementation of process management on customer satisfaction of an SME of automotive services. The study was preexperimental pre-test, post-test. Techniques such as interview, surveys validated by expert judgment (Cronbach's Alpha of 0.81) and observation were applied; the general manager, and 20 corporate clients (convenience sampling). The research was developed in stages, starting by the situational diagnosis supported by the pre-test for the analysis of the organizational problems. Based on this, the model of process management was made, taking into consideration the key processes for its operability (customer service, car repairs, purchase of spare parts, and payment). Subsequently, the process management model was implemented and evaluated through the Post Test, obtaining as a result an increase in customer satisfaction with respect to the waiting time of 25%, customer service 21.43%, vehicle repair 7.14% and local environment 9.09%, also optimized service time by 30.64%. The Wilcoxon statistical test determined that process management has a significant influence (p=0.049 < 0.05) on customer satisfaction in the company. Finally, the economic impact was evaluated, being accepted with the results of a NPV of S/. 20,475.23; IRR of 90% and B/C of s/. 1.96.
AB - The objective of the research was to demonstrate the influence of the implementation of process management on customer satisfaction of an SME of automotive services. The study was preexperimental pre-test, post-test. Techniques such as interview, surveys validated by expert judgment (Cronbach's Alpha of 0.81) and observation were applied; the general manager, and 20 corporate clients (convenience sampling). The research was developed in stages, starting by the situational diagnosis supported by the pre-test for the analysis of the organizational problems. Based on this, the model of process management was made, taking into consideration the key processes for its operability (customer service, car repairs, purchase of spare parts, and payment). Subsequently, the process management model was implemented and evaluated through the Post Test, obtaining as a result an increase in customer satisfaction with respect to the waiting time of 25%, customer service 21.43%, vehicle repair 7.14% and local environment 9.09%, also optimized service time by 30.64%. The Wilcoxon statistical test determined that process management has a significant influence (p=0.049 < 0.05) on customer satisfaction in the company. Finally, the economic impact was evaluated, being accepted with the results of a NPV of S/. 20,475.23; IRR of 90% and B/C of s/. 1.96.
KW - Automotive Sector
KW - Continuous Improvement
KW - Customer Satisfaction
KW - Process Management
KW - Processes
UR - http://www.scopus.com/inward/record.url?scp=85150732074&partnerID=8YFLogxK
U2 - 10.18687/LEIRD2022.1.1.50
DO - 10.18687/LEIRD2022.1.1.50
M3 - Contribución a la conferencia
AN - SCOPUS:85150732074
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 -