Bibliographic citations
Escalante, E., Neyra, D. (2019). Responsabilidad de la dirección de la Norma ISO 9001:2008 y su relación con la calidad del servicio al cliente en el área de caja del Banco de la Nación – Trujillo 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/21616
Escalante, E., Neyra, D. Responsabilidad de la dirección de la Norma ISO 9001:2008 y su relación con la calidad del servicio al cliente en el área de caja del Banco de la Nación – Trujillo 2017 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/21616
@misc{sunedu/4117212,
title = "Responsabilidad de la dirección de la Norma ISO 9001:2008 y su relación con la calidad del servicio al cliente en el área de caja del Banco de la Nación – Trujillo 2017",
author = "Neyra Ramos, Dante Alejandro",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The intention of this research is to analyze the incidence of Management Responsibility ISO 9001:2008 in the customer service Register Area of “Banco de la Nación”. The importance of this purpose is to improve the quality of customer service by applying the Management Responsibility ISO 9001: 2008 in the Register Area of “Banco de la Nación”. For data collection in this research it was used as a technique for data collection: survey, which was applied for both variables. For the independent variable a survey composed of 32 dichotomous closed questions, applied to 25 workers of the Register Area of “Banco de la Nación”, in order to verify whether the responsibility for the management of the ISO 9001:2008 standard is met applied in that area, while for the dependent variable to a survey consisting of 10 questions with Likert scale applied to workers in the Register Area of “Banco de la Nación”, in order to diagnose the quality was applied customer service offered by this institution, finally the Pearson correlation coefficient was used to verify the reliability of both variables. The investigation concludes that the responsibility of the management of the ISO 9001: 2008 standard is related to the quality of the customer service of the cash area of “Banco de la Nación”, this was found through the Pearson coefficient, which was 0.962 or 96.2%.
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