Bibliographic citations
Flores, E., (2019). Relación entre el clima laboral y la atención al cliente del área de plataforma de la Universidad Privada Antenor Orrego campus Trujillo 2018 [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/5701
Flores, E., Relación entre el clima laboral y la atención al cliente del área de plataforma de la Universidad Privada Antenor Orrego campus Trujillo 2018 [Tesis]. : Universidad Privada Antenor Orrego - UPAO; 2019. https://hdl.handle.net/20.500.12759/5701
@mastersthesis{renati/374639,
title = "Relación entre el clima laboral y la atención al cliente del área de plataforma de la Universidad Privada Antenor Orrego campus Trujillo 2018",
author = "Flores Gavidia, Edith Eladia",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2019"
}
Considering the great importance that Human Talent has in organizations today, especially if it is an educational services institution, the objective of the study was to analyze and determine the relationship between the work environment and customer service in the Platform area of the Private University Antenor Orrego - Trujillo Campus in the 2018 period, for which a descriptive - explanatory, correlational and cross-sectional study was carried out, through the instruments of information collection: survey and interview to the collaborators of the Platform area and users of the service formed by the students of the university, with a view to demonstrating the importance of worker satisfaction within an organization, to achieve external customer satisfaction. The study revealed that there is a “favorable“ perception with a percentage of 71.4% in the level of the work environment by the employees of Platform, which is reflected in the attention provided to users of the service where a level was obtained “Medium” (51.1%), and the hypothesis is proven, demonstrating that there is a direct and very significant relationship (p <.01) between the work environment and customer service in the Platform area. In this sense, it is considered of vital importance to know our employees, to meet their needs, since external customer satisfaction is a consequence of employee satisfaction. Above all, if it is an area like Platform that is the image, the visible face of the institution.
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