Publication: Gestión de calidad del servicio y su relación con la competitividad de la empresa Business Group L&V S.A.C. Huamachuco – 2023
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Date
2024
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Universidad Nacional de Trujillo
Abstract
La investigación desarrollada presentó como objetivo general determinar la relación entre la gestión de la calidad del servicio y la competitividad de la empresa Business Group L&V S.A.C. Huamachuco – 2023. Correspondiendo a una metodología cuantitativa, de diseño no experimental, de corte transversal, de nivel correlacional; bajo el empleo de la encuesta como técnica y el cuestionario como instrumento, dirigido a una muestra de 50 colaboradores. Se utilizó el coeficiente de Rho de Spearman para establecer la relación entre las variables. El principal resultado brindó un valor de correlación de 0.76, con significancia inferior a 0.05, comprobando que las variables evaluadas se relacionan de manera significativa, directa y moderada. Además, también se identificó que la dimensión, planificación, organización, dirección y control también se relacionaron significativamente con la competitividad de la empresa de manera directa y moderada, obteniendo valores de correlación de 0.680, 0.576, 0.593, 0.556, respectivamente. Por lo cual, se concluyó que, una apropiada gestión de calidad de servicio en la empresa Business Group L&V S.A.C., también favorecerá la competitividad de la misma.
ABSTRACT The general objective of the research conducted was to determine the relationship between service quality management and the competitiveness of the company Business Group L&V S.A.C. Huamachuco - 2023. Corresponding to a quantitative methodology, of non-experimental design of transversal cut, of correlational level; under the use of the survey as a technique and the questionnaire as an instrument, directed to a sample of 50 collaborators. Spearman's Rho coefficient was used to establish the relationship between the variables. The main result provided a correlation value of 0.76, with a significance lower than 0.05, proving that the variables evaluated are significantly, directly and moderately related. In addition, it was also identified that the dimension planning, organization, direction and control were also significantly related to the company's competitiveness in a direct and moderate way, obtaining correlation values of 0.680, 0.576, 0.593, 0.556, respectively. Therefore, it was concluded that an appropriate management of service quality in the company Business Group L&V S.A.C. will also favor its competitiveness.
ABSTRACT The general objective of the research conducted was to determine the relationship between service quality management and the competitiveness of the company Business Group L&V S.A.C. Huamachuco - 2023. Corresponding to a quantitative methodology, of non-experimental design of transversal cut, of correlational level; under the use of the survey as a technique and the questionnaire as an instrument, directed to a sample of 50 collaborators. Spearman's Rho coefficient was used to establish the relationship between the variables. The main result provided a correlation value of 0.76, with a significance lower than 0.05, proving that the variables evaluated are significantly, directly and moderately related. In addition, it was also identified that the dimension planning, organization, direction and control were also significantly related to the company's competitiveness in a direct and moderate way, obtaining correlation values of 0.680, 0.576, 0.593, 0.556, respectively. Therefore, it was concluded that an appropriate management of service quality in the company Business Group L&V S.A.C. will also favor its competitiveness.
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Keywords
Gestión, Calidad de Servicio, Competitividad