Bibliographic citations
Castañeda, G., (2020). Plan de mejora de la calidad del servicio de abastecimiento de combustible basado en la satisfacción del cliente [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/24305
Castañeda, G., Plan de mejora de la calidad del servicio de abastecimiento de combustible basado en la satisfacción del cliente [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/24305
@mastersthesis{renati/522572,
title = "Plan de mejora de la calidad del servicio de abastecimiento de combustible basado en la satisfacción del cliente",
author = "Castañeda Mosquera, Guadalupe",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The present investigation presented as a general objective: To determine the level of customer satisfaction regarding the quality of the fuel supply service. The type of Research was Non-experimental: cross-sectional or transectional and prospective. According to its level or scope of knowledge, it was a descriptive study, with a design based on the methodology based on the objectives set and on the analytical-deductive research method. As techniques they are used in the survey, interview and expert judgment, and as instruments: The Survey, Interview and Expert Validation Sheet. The unit of analysis was made up of the external and internal customer of the fuel supply services company. On the other hand, the survey was submitted to Cronbach's alpha test, yielding 0.914, a value that indicates its high reliability. In addition, the instruments and the improvement plan were validated through expert judgment. The results show that the quality of the fuel supply service, from the customer's perception presents a medium level, with 75%, and from the evaluation within the company it presents a deficient level, with 54%. Based on this diagnosis, the proposed improvement plan was made. It was concluded that the dimensions with the greatest deficiencies are response capacity and tangible aspects with 71% and 72% respectively, and that the greatest gap is found between the perceptions of managers and the specifications or quality standards with 40%. Likewise, the plan to improve the quality of the fuel supply service, according to the judgment of experts, has a structure, consistent theoretical foundations, coherent objectives, is pertinent, feasible, and will help increase customer satisfaction.
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