La calidad del servicio en el área de revisiones técnicas en una empresa de inspección técnica vehicular en Lima, periodo 2019
No Thumbnail Available
Date
2022-10-27
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El objetivo de este trabajo de investigación fue para el proceso de redacción de la tesis, se tomaron como referencia de estudio los trabajos nacionales sustentados de Cynthia Pérez de la Universidad Católica Santo Toribio de Mogrovejo y el de Rafael Vela y Milagros Zavaleta de la Universidad Privada Antenor
Orrego de Trujillo; así como también las tesis de la Universidad Rafael Landívar de
Guatemala y de la Universidad de Chile. El objetivo del trabajo de tesis fue describir las
características de la calidad del servicio en el área de revisiones técnicas en la empresa de
inspección técnica vehicular Farenet ubicada en el distrito de Surco en Lima. La variable
identificada en la investigación fue la calidad del servicio y las dimensiones que mejor
reflejan la problemática de la investigación fueron las siguientes: tangibilidad,
confiabilidad y tiempo de espera, desarrolladas en el periodo correspondiente al año 2019.
La metodología aplicada es cuantitativa y de tipo descriptivo y la muestra de análisis
estuvo constituida por la totalidad de trabajadores pertenecientes al área de atención al
cliente de la empresa Farenet de la sede ubicada en el distrito de Surco. Las conclusiones
de la investigación determinaron la necesidad de mejorar los procesos de atención al
cliente ya que el servicio ofrecido por la empresa se considera como no confiable y, en
determinados momentos, el tiempo de espera genera justificados reclamos en el área de
atención al cliente, por lo que se recomienda la implementación de líneas de atención
adicionales, salas de espera adecuadas y personal de apoyo en los días de mayor afluencia.
The objective of this research work was for the process of drafting the thesis, the national supported works of Cynthia Pérez from the Santo Toribio de Mogrovejo Catholic University and Rafael Vela and Milagros Zavaleta from the Private University were taken as a study reference. antenna Orrego de Trujillo; as well as the theses of the Rafael Landívar University of Guatemala and the University of Chile. The objective of the thesis work was to describe the characteristics of the quality of the service in the area of technical revisions in the company of Farenet vehicle technical inspection located in the district of Surco in Lima. The variable identified in the investigation was the quality of the service and the dimensions that best reflect the research problem were the following: tangibility, reliability and waiting time, developed in the period corresponding to the year 2019. The applied methodology is quantitative and descriptive and the analysis sample was made up of all the workers belonging to the customer service area. client of the company Farenet of the headquarters located in the district of Surco. The conclusions of the investigation determined the need to improve customer service processes customer since the service offered by the company is considered unreliable and, in certain moments, the waiting time generates justified claims in the area of customer service, so the implementation of customer service lines is recommended facilities, adequate waiting rooms and support staff on busiest days.
The objective of this research work was for the process of drafting the thesis, the national supported works of Cynthia Pérez from the Santo Toribio de Mogrovejo Catholic University and Rafael Vela and Milagros Zavaleta from the Private University were taken as a study reference. antenna Orrego de Trujillo; as well as the theses of the Rafael Landívar University of Guatemala and the University of Chile. The objective of the thesis work was to describe the characteristics of the quality of the service in the area of technical revisions in the company of Farenet vehicle technical inspection located in the district of Surco in Lima. The variable identified in the investigation was the quality of the service and the dimensions that best reflect the research problem were the following: tangibility, reliability and waiting time, developed in the period corresponding to the year 2019. The applied methodology is quantitative and descriptive and the analysis sample was made up of all the workers belonging to the customer service area. client of the company Farenet of the headquarters located in the district of Surco. The conclusions of the investigation determined the need to improve customer service processes customer since the service offered by the company is considered unreliable and, in certain moments, the waiting time generates justified claims in the area of customer service, so the implementation of customer service lines is recommended facilities, adequate waiting rooms and support staff on busiest days.
Description
Keywords
Rendimiento académico
Citation
Castromonte Sanchez, S. E.; Gilbonio Balvin, P. S. (2022). La calidad del servicio en el área de revisiones técnicas en una empresa de inspección técnica vehicular en Lima, periodo 2019 (Tesis de pregrado). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú.