Citas bibligráficas
Zavaleta, Y., (2020). Estandarización de procesos y su influencia en la satisfacción del cliente de la empresa Bicisport S. A. C. en la ciudad de Trujillo [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/27050
Zavaleta, Y., Estandarización de procesos y su influencia en la satisfacción del cliente de la empresa Bicisport S. A. C. en la ciudad de Trujillo [Tesis]. PE: Universidad Privada del Norte; 2020. https://hdl.handle.net/11537/27050
@misc{sunedu/3037226,
title = "Estandarización de procesos y su influencia en la satisfacción del cliente de la empresa Bicisport S. A. C. en la ciudad de Trujillo",
author = "Zavaleta Pascual, Yajaira Liseth",
publisher = "Universidad Privada del Norte",
year = "2020"
}
The objective of this research is to determine the influence of the standardization of processes on customer satisfaction of the company Bicisport S.A.C. in the city of Trujillo; that contributes significantly in improving customer satisfaction against a product or service. Likewise, instruments such as an interview with the manager and surveys conducted with 385 clients were used, the results of which allow an analysis of the current reality of the company to be carried out, identifying the critical process of the company, that is, the sales management process, which It is divided into customer service, order receipt, collection and order delivery; In this way, a standardization of the company's processes was developed, as well as evaluating the economic impact on it. On the other hand, it can be seen that a significant impact of 52% was developed in the attention provided by the company, concluding that the standardization activities of the proposed processes generated a positive impact in reference to customer satisfaction, since improve processes for proper care.
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