Bibliographic citations
Carranza, J., (2016). Nivel de satisfacción del cliente interno respecto a la gestión logística de una empresa de la ciudad de Cajamarca, año 2015 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10981
Carranza, J., Nivel de satisfacción del cliente interno respecto a la gestión logística de una empresa de la ciudad de Cajamarca, año 2015 [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/10981
@mastersthesis{sunedu/3017592,
title = "Nivel de satisfacción del cliente interno respecto a la gestión logística de una empresa de la ciudad de Cajamarca, año 2015",
author = "Carranza Yzaguirre, Juan Francisco",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT The research objective has to be determined as logistics management affects the internal customer satisfaction of a Company of the city of Cajamarca based in a mining project. The applied research has a correlational cut, which determines the degree of association between the two variables: the logistical management and the level of satisfaction of internal customer. For the variable logistics management they found its main deficiencies reference a questionnaire logistical diagnosis, process mapping and job descriptions. Its main indicators were founds with Information taking the area by records of the Year 2014, which allowed us to identify: indicator of orders delivered on time, orders delivered complete indicator, cycle purchase order and Rotation indicator taking into account the area mostly Requested Products. To the variable Level of Satisfaction was used as a technique for collecting data A Survey automatic applied and how the measuring instrument Questionnaire Revised Level Using Likert scale satisfaction which was validated a through the UN Factor analysis using Statistical Kaiser - Meyer-Olkin (0.902) and the sphericity of Bartlett, obtaining a correlation of (Mayor of 0.50). In addition, the reliability of the instrument was found By Cronbach's alpha, which is worth 0,963 UN courage, which is within the reliability analysis are considered very reliable. The latter instrument consists of 28 items grouped into six dimensions: Personalized service, efficiency and reliability, infrastructure, procurement, inventory and warehouse management. The main results, the inconvenience was obtained to carry out integrated logistics management, based on the business strategy, communication within the logistics area and internal customers, and policies and procedures; as well as the lack of management indicators in major logistics management processes (warehouse, inventory, purchasing and transportation). Regarding the level of internal customer satisfaction an average percentage was obtained not as encouraging, as only 47.7% are satisfied. In conclusion, they were raised as measures to improve the proposed solution of a methodological process in logistics management, based on five components (communication, final responsibility, measurement, ability and alignment) to improve the level of internal customer satisfaction.
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