La calidad del servicio en el área de pólizas de seguro vehicular en una empresa de seguros y reaseguros en Lima, periodo 2019
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Date
2023-04-21
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Universidad Nacional de Educación Enrique Guzmán y Valle
Abstract
El objetivo de este trabajo de investigación es describir las características de la calidad del servicio en la empresa Rímac Seguros y Reaseguros cuya sede central se encuentra ubicada en Lima. Se describen además los componentes de la variable investigada; la tangibilidad, capacidad de respuesta y el tiempo de espera en el periodo comprendido por el año calendario 2019. El argumento metodológico se sostiene en un enfoque cuantitativo, descriptivo y responde a un diseño No experimental ya que la información relevante fue recaba en un momento único. Se consideró una muestra censal compuesta por todos los trabajadores pertenecientes al área de pólizas de seguro vehicular en la empresa Rímac Seguros y Reaseguros y que está conformada por un total de 19 personas distribuidas en los diferentes concesionarios vehiculares de Lima Metropolitana. Para la recolección de la información se utilizó del método de la encuesta con la aplicación de un cuestionario de opciones múltiples. El resultado de la investigación realizada sugirió la necesidad de informar adecuadamente al cliente de los procedimientos que debe seguir cuando se produce un siniestro, con la finalidad de garantizar la cobertura de la póliza de seguros, con una información transparente, así como también sobre los procedimientos que se siguen en la gestión de los reclamos.
The objective of this research work is to describe the characteristics of the quality of service in the company Rímac Seguros y Reaseguros whose headquarters are located in Lima. The components of the investigated variable are also described; the tangibility, response capacity and waiting time in the period covered by the 2019 calendar year. The methodological argument is based on a quantitative, descriptive approach and responds to a non-experimental design since the relevant information was collected in a single moment . A census sample made up of all the workers belonging to the area of vehicle insurance policies in the company Rímac Seguros y Reaseguros and which is made up of a total of 19 people distributed in the different vehicle dealers of Metropolitan Lima was considered. For the collection of information, the survey method was used with the application of a multiple choice questionnaire. The result of the investigation carried out suggested the need to adequately inform the client of the procedures that must be followed when an accident occurs, in order to guarantee the coverage of the insurance policy, with transparent information, as well as on the procedures that are followed in the management of claims.
The objective of this research work is to describe the characteristics of the quality of service in the company Rímac Seguros y Reaseguros whose headquarters are located in Lima. The components of the investigated variable are also described; the tangibility, response capacity and waiting time in the period covered by the 2019 calendar year. The methodological argument is based on a quantitative, descriptive approach and responds to a non-experimental design since the relevant information was collected in a single moment . A census sample made up of all the workers belonging to the area of vehicle insurance policies in the company Rímac Seguros y Reaseguros and which is made up of a total of 19 people distributed in the different vehicle dealers of Metropolitan Lima was considered. For the collection of information, the survey method was used with the application of a multiple choice questionnaire. The result of the investigation carried out suggested the need to adequately inform the client of the procedures that must be followed when an accident occurs, in order to guarantee the coverage of the insurance policy, with transparent information, as well as on the procedures that are followed in the management of claims.
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Citation
Rosado Olivos, J. S. ; Tintaya Condori, E. M. ; Ugarte Salgado, J. A. (2023). La calidad del servicio en el área de pólizas de seguro vehicular en una empresa de seguros y reaseguros en Lima, periodo 2019 (tesis de pregrado). Universidad Nacional de Educación Enrique Guzmán y Valle, Lima, Perú