TY - GEN
T1 - Impacto de la gestión de procesos en la satisfaccióndel cliente en una empresa MYPE del sector Comercial
AU - Muñoz-Antinori, Dariana M.
AU - Bravo-Huivin, Elizabeth K.
N1 - Publisher Copyright:
© 2024 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2024
Y1 - 2024
N2 - The present research work sought to determine theimpact of process management on customer satisfaction in the company GRUPO GAAN Servicios Generales E.I.R.L. Trujillo- 2023, being the type of applied, explanatory and experimental research with Pre-Experimental design, in the face of the problematic reality of the company where the large number of complaints and its poor response capacity stand out. The SPSS software was used to determine the reliability of the responses of the applied instruments and the Bizagi Processer software for process diagramming; and for the proposed hypothesis, the “Wilcoxon T” test was used for the customer satisfaction variablewhere the sig. asymptomatic is 0.000, proving that there is a significant impact reflected on customer satisfaction after implementing process management. As a result, in the customer satisfaction variable, with respect to the expectations dimension, after implementation there was a 197% increase in satisfaction with the fulfillment of expectations and with respect to the performance dimension after implementation there was a 305% increase in customers who are satisfied with the company's performance.
AB - The present research work sought to determine theimpact of process management on customer satisfaction in the company GRUPO GAAN Servicios Generales E.I.R.L. Trujillo- 2023, being the type of applied, explanatory and experimental research with Pre-Experimental design, in the face of the problematic reality of the company where the large number of complaints and its poor response capacity stand out. The SPSS software was used to determine the reliability of the responses of the applied instruments and the Bizagi Processer software for process diagramming; and for the proposed hypothesis, the “Wilcoxon T” test was used for the customer satisfaction variablewhere the sig. asymptomatic is 0.000, proving that there is a significant impact reflected on customer satisfaction after implementing process management. As a result, in the customer satisfaction variable, with respect to the expectations dimension, after implementation there was a 197% increase in satisfaction with the fulfillment of expectations and with respect to the performance dimension after implementation there was a 305% increase in customers who are satisfied with the company's performance.
KW - customer
KW - Process management
KW - processes
KW - satisfaction
UR - http://www.scopus.com/inward/record.url?scp=85217231660&partnerID=8YFLogxK
U2 - 10.18687/LEIRD2024.1.1.439
DO - 10.18687/LEIRD2024.1.1.439
M3 - Contribución a la conferencia
AN - SCOPUS:85217231660
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 4th LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 4th LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2024
Y2 - 2 December 2024 through 4 December 2024
ER -