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Soriano, C., (2018). Gestión de procesos comerciales y su relación con la satisfacción del cliente en una empresa productora de lácteos, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13758
Soriano, C., Gestión de procesos comerciales y su relación con la satisfacción del cliente en una empresa productora de lácteos, 2018 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13758
title = "Gestión de procesos comerciales y su relación con la satisfacción del cliente en una empresa productora de lácteos, 2018",
author = "Soriano Cabrera, Carlos Daniel",
publisher = "Universidad Privada del Norte",
year = "2018"
The objective of this work was to establish the relationship between the commercial process and customer satisfaction of the Huacariz S.A.C dairy production company, 2018; Which was based on its background context and a theoretical framework related to the variables under study. The Research is a descriptive-correlational study, which was formed by 11 of the workers in the commercial area, and 132 clients of the company, to whom a survey related to the processes of the area under study, and satisfaction respectively, was applied. validated through Cronbach's alpha, with a reliability of 0.841, which was confirmed by a professional expert in research. The analysis of the results allowed to establish the significant relationship between both study variables with a Spearman correlation coefficient of 0.324, establishing the existence of a significant correlation. Where, it was observed that there is a high degree of identification of the workers with respect to the commercial process and each of their functions, and that the company constantly evaluates the work performance with respect to customer service. The perception of customer satisfaction was also observed on a positive scale with reference to the service provided by the sales force and the company in general.
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