Citas bibligráficas
Villalobos, R., Zamora, B. (2018). Estandarización de los procesos de servicio y su influencia en la percepción del cliente de la empresa Diez Ases – Trujillo 2018 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/14832
Villalobos, R., Zamora, B. Estandarización de los procesos de servicio y su influencia en la percepción del cliente de la empresa Diez Ases – Trujillo 2018 [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/14832
@misc{sunedu/3032716,
title = "Estandarización de los procesos de servicio y su influencia en la percepción del cliente de la empresa Diez Ases – Trujillo 2018",
author = "Zamora Villacorta, Brenda Crisell",
publisher = "Universidad Privada del Norte",
year = "2018"
}
The objective of this thesis is to determine the influence of the processes standardization of the company Diez Ases S.A. in the perception of the client. For this, the problematic reality of the company was analyzed, being the main problems the disorganization and the empiricism with which the customer service processes are carried out. The key processes to be standardized were identified, such as the sale of tickets, boarding and shipment of parcels. Which were designed, documented, registered and then standardized. The client's perception was measured by surveys taken before and after standardization, which showed an increase in customer satisfaction in the dimensions of response capacity 41.9% (saleswoman) and 25.7% (driver), while for empathy 54.7%, as well as a decrease of the customer's problems with the Company of 52.9%.The project was also evaluated economically, obtaining a NPV of 34,954.90, an IRR of 39.99% and a CBA of 1.23. Which shows that the project is profitable, and affirms the proposed hypothesis, achieving a positive influence of the standardization of service processes in customer perception.
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