Bibliographic citations
Malpica, C., (2015). Dimensiones del liderazgo gerencial y su incidencia en la satisfacción del cliente interno en una empresa constructora [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10956
Malpica, C., Dimensiones del liderazgo gerencial y su incidencia en la satisfacción del cliente interno en una empresa constructora [Tesis]. PE: Universidad Privada del Norte; 2015. https://hdl.handle.net/11537/10956
@mastersthesis{renati/524207,
title = "Dimensiones del liderazgo gerencial y su incidencia en la satisfacción del cliente interno en una empresa constructora",
author = "Malpica Pajares, Carmen",
publisher = "Universidad Privada del Norte",
year = "2015"
}
ABSTRACT The present research aims to determine the way as the dimensions of the managerial leadership affects the internal customer satisfaction of a construction company of the city of Cajamarca in 2015. The work is descriptive, non-experimental correlation study, cross and mixed; the population was 30 collaborators, a manager and 29 collaborators, we used the exclusion criterion to be a collaborator of holidays, accordingly the sample was 28 collaborators to which you applied two surveys, designed and validated through the coefficient alpha of Cronbach, the result for the dimensions of leadership was of 0.894 and for internal customer satisfaction was of 0.942 which determined that the instrument is reliable. The techniques and instruments used were: bibliographical analysis, implementation of surveys and interviews with staff in quantitatively and qualitatively, using bibliographic files, survey and interview. There were two hypotheses: H - the dimension of managerial leadership influences positively on the internal customer satisfaction and the H 1 - the dimension of managerial leadership has a negative impact on the internal customer satisfaction; It also defines 2 variables: dependent - Internal customer satisfaction and independent - dimension of leadership, are determined dimensions and subdomains: In the case of type of leadership: Personal Leadership, Leadership of influence, strategic leadership and leadership of results; for Internal Customer Satisfaction: work content, stimulation, team work and working conditions. Then the probabilistic analysis correlational study of both variables, it is concluded that the dimension of managerial leadership has a negative impact on the internal customer satisfaction; the dimension of managerial leadership is the predominant Personal Leadership or auto leadership; the predominant internal customer satisfaction with favorable opinion is given in the dimension content of the job. It is proposed a plan for improvement of the construction company, which allows them to develop better leadership capabilities of results for the General Manager, this will optimize your business strategy, achieving the best results; also in the dimension of Internal Customer Satisfaction - Conditions of Work there is an unfavorable opinion, this being an excellent opportunity to improve conditions in its different areas of work.
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