Cultura organizacional y su relación con la calidad de servicio al cliente de la empresa Nedley Support SAC, Trujillo, 2021
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Date
2021
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Universidad Nacional de Trujillo
Abstract
La presente investigación realizó un diagnóstico sobre el grado de relación entre la cultura organizacional y la calidad de servicio al cliente de la empresa Nedley Support SAC, Trujillo, 2021. Además, se subdividió a la población de estudio en 2 grupos: el primer grupo conformado por los colaboradores de la empresa a los cuales se les aplicó el instrumento de medición de la cultura organizacional, y el segundo grupo conformado por los clientes de la empresa Nedley Support SAC, a los cuales se les aplicó el instrumento de medición de la calidad de servicio. Para este estudio se usó el muestreo no probabilístico, por lo que se tuvo así 2 tipos de muestras: la primera conformada por 10 empleados de la empresa Nedley Support SAC, que representan el total de la misma; y la segunda muestra que fue conformada por 26 clientes, los cuales representan todos los clientes que compraron los servicios por licencia de software de la empresa Nedley Support SAC. El diseño de la investigación para la elaboración del presente trabajo fue correlacional. Así mismo, se concluyó que la correlación entre la cultura y calidad de servicio es significativa alta con un coeficiente de Spearman de 0.745.
ABSTRACT: The present investigation made a diagnosis on the degree of relationship between the organizational culture and the quality of customer service of the company Nedley Support SAC, Trujillo, 2021. In addition, the study population was subdivided into 2 groups: the first group formed by the company's collaborators to whom the organizational culture measurement instrument was applied, and the second group made up of the clients of the company Nedley Support SAC, to whom the service quality measurement instrument was applied. Non-probabilistic sampling was used for this study, so 2 types of samples were obtained: the first comprised of 10 employees of the company Nedley Support SAC, which represents the total of the company; and the second sample that was made up of 26 clients, which represent all the clients that purchased the software license services of the company Nedley Support SAC. The design of the investigation for the preparation of this work was correlational. Likewise, it was concluded that the correlation between culture and quality of service is positively high with a Spearman coefficient of 0.745.
ABSTRACT: The present investigation made a diagnosis on the degree of relationship between the organizational culture and the quality of customer service of the company Nedley Support SAC, Trujillo, 2021. In addition, the study population was subdivided into 2 groups: the first group formed by the company's collaborators to whom the organizational culture measurement instrument was applied, and the second group made up of the clients of the company Nedley Support SAC, to whom the service quality measurement instrument was applied. Non-probabilistic sampling was used for this study, so 2 types of samples were obtained: the first comprised of 10 employees of the company Nedley Support SAC, which represents the total of the company; and the second sample that was made up of 26 clients, which represent all the clients that purchased the software license services of the company Nedley Support SAC. The design of the investigation for the preparation of this work was correlational. Likewise, it was concluded that the correlation between culture and quality of service is positively high with a Spearman coefficient of 0.745.
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Keywords
Cultura organizacional, Calidad de servicio, Empresa de tecnología