Citas bibligráficas
Curioso, R., (2022). Modelo para la gestión de la calidad de los servicios críticos en TI alineado a NTP-ISO/IEC 20000-1:2012 para la mejora de la satisfacción del usuario de una empresa agrícola de Motupe, Lambayeque [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/31174
Curioso, R., Modelo para la gestión de la calidad de los servicios críticos en TI alineado a NTP-ISO/IEC 20000-1:2012 para la mejora de la satisfacción del usuario de una empresa agrícola de Motupe, Lambayeque [Tesis]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/31174
@mastersthesis{renati/518329,
title = "Modelo para la gestión de la calidad de los servicios críticos en TI alineado a NTP-ISO/IEC 20000-1:2012 para la mejora de la satisfacción del usuario de una empresa agrícola de Motupe, Lambayeque",
author = "Curioso Goicochea, Roberto Carlos",
publisher = "Universidad Privada del Norte",
year = "2022"
}
The objective of this research work was to propose a Model for the Quality Management of Critical Information Technology Services (SGSTI) aligned to NTP-ISO/IEC 20000-1:2012 for the improvement of user satisfaction in an agricultural company that began operations eight years ago and since its inception has been acquiring technology in the different processes it carries out. The type of research was quantitative, with a non-experimental, descriptive, purposeful transactional design, considering data collection techniques such as surveys, interviews with a population sample of 51 users. It was possible to identify the critical services that the information technology area has, such as email service, internet service, mobile phone service and landline service, these services were evaluated to know the level of quality in which they were the users, the questionnaire was applied using the SERVQUAL technique to the population sample, obtaining by category of response 6% in total disagreement; 37.3% disagree; 36.8 indifferent; 17% agree and 3% totally agree. As a conclusion, the aforementioned model was prepared and presented to the Manager of the company, which was validated through expert judgment, recommending its acceptance and application.
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