Calidad de servicio en el área de ventas en una empresa mayorista del distrito de La Victoria en Lima, periodo 2018
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Date
2022-07-19
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El objetivo de este trabajo de investigación es identificar los componentes internos de la variable de estudio: fiabilidad, servicio al cliente y gestión de reclamos. El periodo estudiado corresponde al año 2018. La metodología utilizada para la estructura de la tesis es descriptiva y de enfoque cuantitativo. La muestra seleccionada se compuso de forma homogénea por la totalidad de trabajadores del área de ventas de la empresa Frutos y Especias S.A en el distrito de La Victoria conformada por un total de 26 trabajadores. Para la toma de información se elaboró un cuestionario y se procesó la información con los datos qu sirvieron para el análisis y la interpretación de los resultados de la investigación. Las conclusiones a las que se arribaron, determinaron que los productos importados por la empresa deben poseer la información adecuada de origen, calibre y características técnicas y organolépticas, lo que no ocurre reiteradamente generando distorsiones en la atención al cliente. El almacenaje de los productos sensibles debe realizarse con una adecuada inversión en tecnología, tales como controladores de humedad, luz y almacenaje que posibiliten minimizar las pérdidas por contaminación y, por consiguiente, reducir los reclamos de los clientes. Finalmente se consideró la necesidad de mejorar los mecanismos de comunicación interna del personal y la empresa. Es necesario profundizar en la comprensión de la visión de los trabajadores y alinear sus necesidades y expectativas con la visión de la organización en su conjunto, con la finalidad de cumplir con las metas de la organización.
The objective of this research work is to identify the internal components of the study variable: reliability, customer service and claims management. The period studied corresponds to the year 2018. The methodology used for the structure of the thesis is descriptive and with a quantitative approach. The selected sample was made up homogeneously by all the workers in the sales area of the company Frutos y Especias S.A in the district of La Victoria, made up of a total of 26 workers. For the collection of information, a questionnaire was elaborated and the information was processed with the data that served for the analysis and interpretation of the results of the investigation. The conclusions reached determined that the products imported by the company must have adequate information on origin, caliber, and technical and organoleptic characteristics, which does not occur repeatedly, generating distortions in customer service. The storage of sensitive products must be carried out with an adequate investment in technology, such as humidity, light and storage controllers that make it possible to minimize losses due to contamination and, consequently, reduce customer complaints. Finally, the need to improve the internal communication mechanisms of the staff and the company was considered. It is necessary to deepen the understanding of the vision of workers and align their needs and expectations with the vision of the organization as a whole, in order to meet the goals of the organization.
The objective of this research work is to identify the internal components of the study variable: reliability, customer service and claims management. The period studied corresponds to the year 2018. The methodology used for the structure of the thesis is descriptive and with a quantitative approach. The selected sample was made up homogeneously by all the workers in the sales area of the company Frutos y Especias S.A in the district of La Victoria, made up of a total of 26 workers. For the collection of information, a questionnaire was elaborated and the information was processed with the data that served for the analysis and interpretation of the results of the investigation. The conclusions reached determined that the products imported by the company must have adequate information on origin, caliber, and technical and organoleptic characteristics, which does not occur repeatedly, generating distortions in customer service. The storage of sensitive products must be carried out with an adequate investment in technology, such as humidity, light and storage controllers that make it possible to minimize losses due to contamination and, consequently, reduce customer complaints. Finally, the need to improve the internal communication mechanisms of the staff and the company was considered. It is necessary to deepen the understanding of the vision of workers and align their needs and expectations with the vision of the organization as a whole, in order to meet the goals of the organization.
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Citation
Ortiz Ponce, C. A; Quispe Espinoza, M. I. Romero Montes, R. (2022). Calidad de servicio en el área de ventas en una empresa mayorista del distrito de La Victoria en Lima, periodo 2018 (Tesis de Pregrado). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú.