Bibliographic citations
Bardales, S., Toribio, C. (2015). Aplicación de la metodología Kano para mejorar la retención de los clientes de la empresa Overall de la ciudad de Trujillo año 2015 [Tesis, Universidad Privada Antenor Orrego - UPAO]. https://hdl.handle.net/20.500.12759/1384
Bardales, S., Toribio, C. Aplicación de la metodología Kano para mejorar la retención de los clientes de la empresa Overall de la ciudad de Trujillo año 2015 [Tesis]. : Universidad Privada Antenor Orrego - UPAO; 2015. https://hdl.handle.net/20.500.12759/1384
@misc{renati/375573,
title = "Aplicación de la metodología Kano para mejorar la retención de los clientes de la empresa Overall de la ciudad de Trujillo año 2015",
author = "Toribio Zurita, Carlos Alberto",
publisher = "Universidad Privada Antenor Orrego - UPAO",
year = "2015"
}
This work was performed in order to apply the methodology in the company Kano Overall in 2015, its development was necessary to analyze current customers are there in the company, which are: HIDRANDINA, SAMSUNG, AMERICA MOBILE, OSTER, 3M, HASBRO, CEMENTOS INKA, LENOVO, BOSCH, Cencosud Bank, COLLEGE AND KIMBERLY CLARK.; in this way it was determined by the Kano method, which attributes they consider should be developed in the company Overall are. According to the type of research it is descriptive because aims to predict developments as well as establish relationships between the study variables and are guided by a hypothesis. In developing the first investigation found deficiencies was the lack of new methods of recruitment and selection of personnel, and not to use an appropriate method to control the workers. The statistical representation presents a significant difference image with existing customers of the company Overall, since their opinions were not taken into account. Therefore the company did not present innovations in their processes and communication with their customers. Through Evaluation Table Kano could determine what attributes to consider and improve them are. The attributes considered important by customers, has allowed the company Overall projected image improves and customers feel happy and satisfied; therefore, these retention has improved, according to the provisions considered that the application of the methodology Kano improved customer retention Overall Company in 2015.
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