Análisis de la gestión logística y su influencia en la satisfacción del servicio al cliente de arcacontinental del norte de la Ciudad de Guayaquil, 2015
Fecha
2015
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente estudio fue dirigido a conocer, describir, las necesidades
de gestión logística y la influencia que ejerce sobre el servicio a los clientes,
de la zona norte de la empresa ARCACONTINENTAL de la ciudad de
Guayaquil. En esta investigación aplicada y de campo, se emplearon los
métodos analítico-sintético, hipotético-deductivo, con lo cual se logró
determinar cada uno de las dimensiones que caracterizan y describen,
ambas variables con sus respectivos indicadores. En este trabajo se empleó
la técnica de tipo Likert, para conocer las actitudes de la muestra entrevistada
frente a cada variable y cuantificar la participación e influencia de la gestión
logística, sobre la satisfacción del servicio al cliente. Finalmente se pudo
establecer que la gestión logística, tiene influencia positiva y una cercana
relación con la satisfacción del servicio al cliente.
The present study was conducted to know, describe the needs of logistics management and its influence on customer service in the north of the company ARCACONTINENTAL city of Guayaquil. In this applied field research and the analyticsynthetic, hypothetical-deductive methods with which it was possible to determine each of the dimensions that characterize and describe both variables with indicators were used. In this paper Likert technique he was used to explore the attitudes of the sample interviewed in front of each variable and quantify the participation and influence of the variable logistics management on customer service satisfaction. Finally, it was established that logistics management has a positive influence and a close relationship with the customer service satisfaction.
The present study was conducted to know, describe the needs of logistics management and its influence on customer service in the north of the company ARCACONTINENTAL city of Guayaquil. In this applied field research and the analyticsynthetic, hypothetical-deductive methods with which it was possible to determine each of the dimensions that characterize and describe both variables with indicators were used. In this paper Likert technique he was used to explore the attitudes of the sample interviewed in front of each variable and quantify the participation and influence of the variable logistics management on customer service satisfaction. Finally, it was established that logistics management has a positive influence and a close relationship with the customer service satisfaction.
Descripción
Palabras clave
ADMINISTRACIÓN DE LA RELACIÓN CON LOS CLIENTES, GESTIÓN LOGÍSTICA, SATISFACCIÓN DEL SERVICIO AL CLIENTE