Impacto Del Uso De Las Ntics En La Percepción De Calidad De Servicio Del Sector Textil De La Ciudad De Guayaquil
Fecha
2021-03
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Universidad de Guayaquil: Facultad de Ciencias Administrativas
Resumen
El objetivo del presente estudio es analizar el impacto del uso de las NTICs en la percepción de calidad de servicio del sector textil de la ciudad de Guayaquil, basándose en la gran importancia que tiene para los negocios en general y en el sector textil en particular; por lo cual será de gran utilidad para que las empresas posean información valiosa para diseñar las estrategias más convenientes. La investigación que se ha desarrollado es de tipo empírico - analítico, con diseño no experimental, realizado con una muestra de 367 clientes del sector textil. Como técnica principal se utilizó la encuesta y como instrumento el cuestionario SERVQUAL, el cual mide la calidad del servicio, mediante las expectativas y percepciones de los clientes. Para medir el grado de asociación entre las variables se utilizó el coeficiente de correlación no paramétrico chi-cuadrado, por ser las variables de tipo ordinal. Se obtuvo como valor del Coeficiente chi-cuadrado 563,045, nivel de significancia de 0.05 y grados de libertad 31, lo que lleva a concluir que existe relación entre las NTICs y la percepción de calidad de servicio por lo que se realizó una propuesta de implementación de estrategias tecnológicas para aumentar la percepción en los clientes.
The objective of this study is to analyze the impact of the use of ICT on the perception of service quality in the textile sector of the city of Guayaquil, considering the great importance it has for companies in general and in the textile sector in particular; Therefore, it will be very useful for companies to have valuable information to design the most convenient strategies. The research that has been developed is empirical - analytical, with a non-experimental design, carried out with a sample of 367 clients from the textile sector. The survey was used as the main technique and the SERVQUAL questionnaire as an instrument, which measures the quality of the service, through the expectations and perceptions of the clients. To measure the degree of association between the variables, the nonparametric chi-square correlation coefficient was used, since the variables were ordinal. The chi-square coefficient value was obtained as 563.045, a significance level of 0.05 and degrees of freedom 31, which leads to the conclusion that there is a relationship between ICT and the perception of service quality, for which made a proposal for the implementation of technological strategies to increase customer perception.
The objective of this study is to analyze the impact of the use of ICT on the perception of service quality in the textile sector of the city of Guayaquil, considering the great importance it has for companies in general and in the textile sector in particular; Therefore, it will be very useful for companies to have valuable information to design the most convenient strategies. The research that has been developed is empirical - analytical, with a non-experimental design, carried out with a sample of 367 clients from the textile sector. The survey was used as the main technique and the SERVQUAL questionnaire as an instrument, which measures the quality of the service, through the expectations and perceptions of the clients. To measure the degree of association between the variables, the nonparametric chi-square correlation coefficient was used, since the variables were ordinal. The chi-square coefficient value was obtained as 563.045, a significance level of 0.05 and degrees of freedom 31, which leads to the conclusion that there is a relationship between ICT and the perception of service quality, for which made a proposal for the implementation of technological strategies to increase customer perception.
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Palabras clave
NTICS, CALIDAD DE SERVICIO, ESTRATEGIAS, SATISFACCIÓN, IMPACTO
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APA