Bibliographic citations
Bracamonte, C., Horna, D. (2019). Satisfacción de los usuarios internos de la sección abastecimiento del colegio militar Gran Mariscal Ramón Castilla – Trujillo 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/14932
Bracamonte, C., Horna, D. Satisfacción de los usuarios internos de la sección abastecimiento del colegio militar Gran Mariscal Ramón Castilla – Trujillo 2017 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/14932
@misc{renati/426318,
title = "Satisfacción de los usuarios internos de la sección abastecimiento del colegio militar Gran Mariscal Ramón Castilla – Trujillo 2017",
author = "Horna Obeso, Deysi Lucinda",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The purpose of this study is to determine the level of satisfaction of the internal users of the Supply Section of the Ramón Castilla de Trujillo Military School during 2017, using the type of nonexperimental research since the study variable has not been controlled or manipulated. . Likewise, the work is descriptive in its focus on specifying the characteristics and processes of satisfaction, which is why the instrument called SERVQUAL was applied, duly adapted according to specific objectives and subsequently validated by experts in the line of research to prove its reliability statistically and be applied to a sample of 83 internal users randomly chosen to collect the data. As a result, it was evidenced that the internal users of the Supply Section have a high level of satisfaction with 60.2% due to the positive influence of the dimensions of tangible elements, empathy and security; however, the dimensions of responsiveness and reliability are affected by the delay in the delivery of orders, the lack of guidance on the procedures to make an efficient purchase and the preference for a certain group of suppliers during public procurement.
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