Bibliographic citations
Ynfantes, D., (2017). Modelo de estandarización de los procesos operativos y su influencia en la satisfacción del cliente de la comercializadora eléctricos Rexel S.A.C. 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/11592
Ynfantes, D., Modelo de estandarización de los procesos operativos y su influencia en la satisfacción del cliente de la comercializadora eléctricos Rexel S.A.C. 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/11592
@misc{sunedu/4108717,
title = "Modelo de estandarización de los procesos operativos y su influencia en la satisfacción del cliente de la comercializadora eléctricos Rexel S.A.C. 2017",
author = "Ynfantes Haro, Diego Armando",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The research work based on the standardization model of the operational processes and their influence on the satisfaction of the customers of the Comercializadora Electicos REXEL S.A.C. The research has as hypothesis: "The model of standardization of the operational processes, will allow a positive influence on the customer satisfaction of the Electricizadora Eléctricos REXEL S.A.C. of the city of Trujillo in the year 2017" The operationalization of variables determines the independent variable as the standardization model of the operational processes and dependent as the satisfaction of the client. The sample of this investigation was of 87 clients of 2017, chosen in a random way, being realized a survey. The operational processes digrama is developed with their respective tabs. The company will request a loan of S /. 45, 000, 00, in a payment period of 5 years and with TCEA of 13.93%. With the fulfillment of objectives, in the projection shows the net value would be of 150,384.41 soles having an Internal return cup of 94.19%, having a capital recovery approximately in the second year. The results affirm the hypothesis raised in this project, giving the increase of sales as a result of customer satisfaction.
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