Impact of process management on customer satisfaction in an MYPE company in the Commercial sector

Muñoz-Antinori D.M.; Bravo-Huivin E.K. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2024) · DOI: 10.18687/leird2024.1.1.439

Resumen

The present research work sought to determine theimpact of process management on customer satisfaction in the company GRUPO GAAN Servicios Generales E.I.R.L. Trujillo- 2023, being the type of applied, explanatory and experimental research with Pre-Experimental design, in the face of the problematic reality of the company where the large number of complaints and its poor response capacity stand out. The SPSS software was used to determine the reliability of the responses of the applied instruments and the Bizagi Processer software for process diagramming; and for the proposed hypothesis, the “Wilcoxon T” test was used for the customer satisfaction variablewhere the sig. asymptomatic is 0.000, proving that there is a significant impact reflected on customer satisfaction after implementing process management. As a result, in the customer satisfaction variable, with respect to the expectations dimension, after implementation there was a 197% increase in satisfaction with the fulfillment of expectations and with respect to the performance dimension after implementation there was a 305% increase in customers who are satisfied with the company's performance.

Instituciones: Universidad Privada del Norte