Bibliographic citations
Calderón, J., Casas, M. (2015). Influencia de los procesos operativos en la toma de decisión de compra de los clientes externos de la empresa de transportes grupo Horna S.A.C. “GH BUS” de la ciudad de Cajamarca, en el año 2015 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/7043
Calderón, J., Casas, M. Influencia de los procesos operativos en la toma de decisión de compra de los clientes externos de la empresa de transportes grupo Horna S.A.C. “GH BUS” de la ciudad de Cajamarca, en el año 2015 [Tesis]. PE: Universidad Privada del Norte; 2015. https://hdl.handle.net/11537/7043
@misc{sunedu/3001318,
title = "Influencia de los procesos operativos en la toma de decisión de compra de los clientes externos de la empresa de transportes grupo Horna S.A.C. “GH BUS” de la ciudad de Cajamarca, en el año 2015",
author = "Casas Chusho, María del Carmen",
publisher = "Universidad Privada del Norte",
year = "2015"
}
ABSTRACT This research was conducted in the carrier Horna SAC "GH Bus" Group of the city of Cajamarca, in 2015, hence, the purpose of this investigation was to answer the main question: How does the process operating in making purchasing decisions from external customers in the carrier Horna SAC "GH Bus" in the city of Cajamarca?, for it was necessary to define the influence of sales management in making purchasing decisions for external customers, then the service is described and finally the Quality of service . The study is based on the theory and practice of quality: Process approach in the EFQM Model, Process Management and Decision Theory Hebert A. Simon. Methodologically the research work is approached from the perspective of the types of study not experimental, Correlational- Causal, with the implementation of a research design field where the population consisted of 500 external customers, of which he was a sample size of 152 external customers. The technique used was a survey consists of a questionnaire of 24 questions closed scale Lickert, which was validated by expert judgment and reliability determined by Cronbach's alpha whose value was 0.881 and a form of direct observation to determine time. Data processing, it is concluded that there is significant influence between operational processes and decision making of purchasing external customers of the company "GH Bus". You can specify, then business processes significantly influence decision-making purchase external customers, it means to higher values in the application of the efficiency of operational processes high values are obtained in making purchasing decision external customers. Operational processes were the predominant sales process management, service delivery and service quality (p = 0.00).
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