Citas bibligráficas
Cabrera, R., Corman, C., León, J., Yamunaqué, L. (2021). Calidad en las empresas del sector reparaciones de Vehículos automotrices en el Perú [Pontificia Universidad Católica del Perú]. http://hdl.handle.net/20.500.12404/18758
Cabrera, R., Corman, C., León, J., Yamunaqué, L. Calidad en las empresas del sector reparaciones de Vehículos automotrices en el Perú []. PE: Pontificia Universidad Católica del Perú; 2021. http://hdl.handle.net/20.500.12404/18758
@mastersthesis{renati/12875,
title = "Calidad en las empresas del sector reparaciones de Vehículos automotrices en el Perú",
author = "Yamunaqué Barrientos, Lizbeth",
publisher = "Pontificia Universidad Católica del Perú",
year = "2021"
}
The growth of the automotive sector in the country has shown a positive trend in recent years, as well as related activities to the sector, in particular the repair and maintenance of automotive vehicles. For that reason, it is important for the companies this sector to implement quality systems or methodologies focused on customer satisfaction, in order to generate competitive advantages and improve their profitability. The objective of this thesis was to identify if the automotive vehicle repair companies in Peru that implemented a QMS have significant differences with those that did not implement a QMS, in terms of the performance of total quality management (TQM) nine factors. The research had a quantitative approach, a transectional design and a descriptive and correlational scope. The results showed that there are no significant differences between automotive vehicle repair companies in Peru that have a QMS and those that do not have a QMS; Likewise, high average values of compliance were obtained in the leadership and quality planning factors for all the companies in the sample. It is important to note that the results may be affected by the knowledge of the respondents, regarding the nine factors to measure the performance of the total quality, the interpretation of the prepositions of the instrument used or the ignorance of QMS concepts by the surveyed sample. For this reason, the findings found in this thesis should be complemented with other research studies. The formation of a guild or association of companies in the vehicle repair sector is recommended to promote their development, growth and sustainability, which incorporates as part of its objectives to support the adoption of the best quality management practices among its associates.
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