Publication: Capacitación a conductores y su incidencia en la calidad de servicio de la Empresa New Eti Taxi S.R.L., Trujillo, 2018
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Date
2019
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Publisher
Universidad Nacional de Trujillo
Abstract
La presente investigación tiene como propósito determinar de qué manera la capacitación a conductores incide en la calidad de servicio de la empresa New Eti Taxi S.R.L., Trujillo, 2018. Siendo el problema de investigación ¿De qué manera la capacitación a conductores incide en la calidad de servicio de la empresa New Eti Taxi S.R.L., Trujillo, 2018?, cuya hipótesis establece: La capacitación a conductores incide positivamente en la calidad del servicio de la empresa New Eti Taxi, S.R.L., Trujillo, 2018. La población estuvo conformada por 923 conductores de la empresa New Takci y 5250 usuarios; cuya muestra respectiva estuvo conformada por 272 conductores y 358 usuarios. Los métodos utilizados fueron el deductivo-inductivo, y el analítico – sistémico, y las técnicas de recolección de datos utilizadas fueron la encuesta y entrevista. Asimismo se utilizó el diseño de investigación no experimental descriptivo o transversal. Entre los resultados encontrados se tiene que tanto la variable independiente como dependiente califican a nivel regular. Como principal conclusión se tiene que la capacitación a los conductores incide en el nivel de servicio que brinda al cliente; pues la capacitación es regular. Al respecto se debe indicar que no se cumple con los criterios o estándares, como son: conocer las necesidades de capacitación o brindarles los recursos necesarios; llegando esto a influenciar en el servicio, pues no cuentan con los conocimientos pertinentes para actuar ante el cliente y brindarle un servicio de calidad.
ABSTRACT The purpose of this research is to determine how driver training affects the quality of service of the company New Eti Taxi SRL, Trujillo, 2018. Being the research problem, how does driver training affect the quality of service of the company New Eti Taxi SRL, Trujillo, 2018?, whose hypothesis states: Driver training positively affects the quality of service of the company New Eti Taxi SRL, Trujillo, 2018. The population was formed by 923 drivers of the New Takci company and 5250 users a week; whose respective sample was 272 drivers and 358 users. The methods used were the deductive-inductive, and the analytical - systemic, and the data collection techniques used were the survey and interview. The descriptive or transversal non-experimental research design was also used. Among the results found, both the independent and dependent variables qualify at a regular level. The main conclusion is that driver training affects the level of service provided to the client, since the training is regular, not meeting the criteria or standards, such as knowing their training needs or providing the necessary resources; reaching this to influence the service, because they do not have enough knowledge to act before the client and provide a quality service.
ABSTRACT The purpose of this research is to determine how driver training affects the quality of service of the company New Eti Taxi SRL, Trujillo, 2018. Being the research problem, how does driver training affect the quality of service of the company New Eti Taxi SRL, Trujillo, 2018?, whose hypothesis states: Driver training positively affects the quality of service of the company New Eti Taxi SRL, Trujillo, 2018. The population was formed by 923 drivers of the New Takci company and 5250 users a week; whose respective sample was 272 drivers and 358 users. The methods used were the deductive-inductive, and the analytical - systemic, and the data collection techniques used were the survey and interview. The descriptive or transversal non-experimental research design was also used. Among the results found, both the independent and dependent variables qualify at a regular level. The main conclusion is that driver training affects the level of service provided to the client, since the training is regular, not meeting the criteria or standards, such as knowing their training needs or providing the necessary resources; reaching this to influence the service, because they do not have enough knowledge to act before the client and provide a quality service.
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Keywords
Capacitación a conductores, Calidad de servicio, Empresa de servicios