Citas bibligráficas
Delgado, R., (2022). Gestión de procesos basado en TI y su influencia en la atención de clientes en Emapa San Martín, 2021 [Universidad Nacional de San Martín. Fondo Editorial]. http://hdl.handle.net/11458/4374
Delgado, R., Gestión de procesos basado en TI y su influencia en la atención de clientes en Emapa San Martín, 2021 []. PE: Universidad Nacional de San Martín. Fondo Editorial; 2022. http://hdl.handle.net/11458/4374
@misc{renati/1055485,
title = "Gestión de procesos basado en TI y su influencia en la atención de clientes en Emapa San Martín, 2021",
author = "Delgado Perez, Roxana Isabel",
publisher = "Universidad Nacional de San Martín. Fondo Editorial",
year = "2022"
}
The objective of this research was to determine the influence of IT-based process management on customer service in EMAPA San Martín, 2021. The research was of a basic type, correlational descriptive level and non-experimental cross-sectional design. The population and the sample consisted of 60 clients. The applied technique was the survey and the instrument was the questionnaire. The results showed that: IT process management was high with 56.67%, medium with 25% and low with 18.33%. The level of customer service was high with 48.3%, medium with 31.7% and low with 20%. The dimensions of IT-based process management maintain a considerable positive relationship with the attention to clients, since the rho value found was equal to 0.723, 0.840, 0.723 and 0.786 respectively. It was concluded that there is a considerable and significant positive relationship between the IT-based process management system and the customer service of the company EMAPA SAN MARTÍN, 2021. Finding a Spearman rho correlation coefficient equal to 0.826 and a level of significance or p- value equal to 0.000 less than 0.05.
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