Bibliographic citations
Rebaza, J., (2020). Sistema de gestión de calidad ISO 9001:2015 en la satisfacción del cliente de la Empresa de Transportes Santiago Rodríguez Banda S. A. C. Lima, periodo 2016-2019 [Tesis, Universidad Peruana de Ciencias e Informática]. http://repositorio.upci.edu.pe/handle/upci/91
Rebaza, J., Sistema de gestión de calidad ISO 9001:2015 en la satisfacción del cliente de la Empresa de Transportes Santiago Rodríguez Banda S. A. C. Lima, periodo 2016-2019 [Tesis]. : Universidad Peruana de Ciencias e Informática; 2020. http://repositorio.upci.edu.pe/handle/upci/91
@mastersthesis{renati/362868,
title = "Sistema de gestión de calidad ISO 9001:2015 en la satisfacción del cliente de la Empresa de Transportes Santiago Rodríguez Banda S. A. C. Lima, periodo 2016-2019",
author = "Rebaza Salinas, Juan Julio",
publisher = "Universidad Peruana de Ciencias e Informática",
year = "2020"
}
The main purpose of this thesis was to analyze whether the ISO 9001: 2015 quality management system influences the customer satisfaction of the transport company Santiago Rodríguez Banda S.A. C. Lima, 2016-2019 period. The study implemented responds to being of the applied type, quantitative approach, explanatory level, and preexperimental design, having as study sample 60 clients of the transport company Santiago Rodríguez Banda SAC Lima. Using the survey for data collection and as a tool a customer satisfaction questionnaire. The ISO 9001: 2015 quality management system influences in the post-test phase a positive variance in the customer satisfaction of the transport company Santiago Rodríguez Banda S.A. C. Lima, 2016-2019 period. Therefore, it is concluded that the ISO 9001: 2015 quality management system shows a positive impact on customer satisfaction in the transport company Santiago Rodríguez Banda SAC Lima 2016-2019.
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