Citas bibligráficas
Sanchez, M., Ramos, J., Mozombite, M. (2024). Propuesta de modelo de servicio para PYMES de alimentos de consumo masivo en mercados mayoristas de Lima Metropolitana [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/676176
Sanchez, M., Ramos, J., Mozombite, M. Propuesta de modelo de servicio para PYMES de alimentos de consumo masivo en mercados mayoristas de Lima Metropolitana [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/676176
@mastersthesis{renati/1299369,
title = "Propuesta de modelo de servicio para PYMES de alimentos de consumo masivo en mercados mayoristas de Lima Metropolitana",
author = "Mozombite Díaz, Miguel Ernesto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The purpose of this research work is to provide a service model with a customer focus for mass consumption pymes in the main supply markets of Metropolitan Lima. By applying this strategy, differentiation will be generated with respect to other companies in the sector and the recommendation of the brand by the wholesale channel to its end customers. The type of research has a mixed sequential exploratory design (qualitative and quantitative), with a correlational scope. Initially, in-depth interviews were applied to understand the points of contact and pain of customers with the brand through a customer journey, with this the constructs were built quality of service and customer experience. Then a survey was applied to a stratified random sample of 150 wholesale clients from the main supply markets of Metropolitan Lima taken from the sampling frame of the Alimás company, with the results we tested the degree of correlation of the quality of the service and service experience with the brand recommendation and a service model is obtained that positively impacts customer loyalty with the company.
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