Citas bibligráficas
Galicia, E., Rodríguez, L. (2018). Gestión de procesos operativos y su relación en la satisfacción del cliente de una empresa de transportes, 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/13757
Galicia, E., Rodríguez, L. Gestión de procesos operativos y su relación en la satisfacción del cliente de una empresa de transportes, 2018 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/13757
@misc{sunedu/2808780,
title = "Gestión de procesos operativos y su relación en la satisfacción del cliente de una empresa de transportes, 2018",
author = "Rodríguez Bustamante, Luis Eduardo",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The main purpose of this research was to establish the relationship between the management of operational processes and customer satisfaction of the transport company Turismo Briceño S.A.C, 2018. In the theoretical context, there are precedents, theoretical bases of our 2 variables under study. On the other hand, the present investigation is a descriptive - correlational study. The sample consisted of 35 employees of the operational part and 164 clients of Turismo Briceño S.A.C, to whom questionnaires were applied, previously validated through the Alpha de Cronbach, with a reliability of 0.856. The analysis of results allowed to establish the significant relationship between both study variables, with a Spearman correlation coefficient of 0.655, meaning that the variables have an acceptable correlation. Having as a general result that the management of the operative processes is defined, nevertheless the weak points are the lack of training of the personnel. On the other hand, the variable of customer satisfaction is in a positive state, with weaknesses as comfort and good treatment. Finally, recommendations were formulated aimed at improving the management of operational processes and customer satisfaction of the company under study.
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