Citas bibligráficas
Ramirez, G., Quintanilla, A. (2024). Impacto del uso de Logística 4.0 en la satisfacción del cliente de clínicas privadas de Lima Metropolitana, 2023 [Tesis, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/673886
Ramirez, G., Quintanilla, A. Impacto del uso de Logística 4.0 en la satisfacción del cliente de clínicas privadas de Lima Metropolitana, 2023 [Tesis]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/673886
@misc{renati/417817,
title = "Impacto del uso de Logística 4.0 en la satisfacción del cliente de clínicas privadas de Lima Metropolitana, 2023",
author = "Quintanilla Leon, Alejandro Antonio",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
Logistics 4.0, as a mechanism to improve the processes within the supply chain, allows the use of new technologies present in Industry 4.0 to increase the quality of the service offered and reduce the costs involved in its development. It is known that consumers seek quality and excellence in the service received. Therefore, Logistics 4.0 must focus on meeting expectations and ensuring consumer satisfaction. The Health sector was chosen as the segment to be evaluated. In this industry, patient satisfaction is sensitive to measurement, so the SERVQUAL methodology is used as a validated instrument. This methodology allows the evaluation of consumer satisfaction through the differential calculation between the quality of the service received (perception) and expected (expectation). Likewise, background information was sought as theoretical foundations to determine the dimensions of the variables: "Logistics 4.0" and "Consumer Satisfaction". Likewise, a survey was prepared and validated by experts in the field. Three hundred and eighty-eight EPS patients from seven clinics in Metropolitan Lima were surveyed for the statistical analysis, in which Kolmogorov-Smirnov and Breusch-Pagan tests were used to determine the non-compliance of the assumptions, consequently, a sampling simulation was carried out for the simple linear regression, managing to reject the null hypotheses of the research. Finally, to determine the main objective of the research, the use of Logistics 4.0 impacts on customer satisfaction in private clinics in Metropolitan Lima in 2023.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons