Evaluación de la calidad percibida y su incidencia en la reputación corporativa de la cooperativa Carlos Alberto Aray Cantón Chone
This research work was carried out with the purpose of evaluating the quality perceived by the users of the Carlos Alberto Aray Cooperative, Chone canton and its impact on its corporate reputation with the purpose of ensuring that those who work and are in charge of the Carlos Alberto Aray Transport...
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| Format: | bachelorThesis |
| Language: | spa |
| Published: |
2023
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| Online Access: | http://repositorio.espam.edu.ec/handle/42000/2328 |
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Add Tag | Summary: | This research work was carried out with the purpose of evaluating the quality perceived by the users of the Carlos Alberto Aray Cooperative, Chone canton and its impact on its corporate reputation with the purpose of ensuring that those who work and are in charge of the Carlos Alberto Aray Transport Cooperative, Chone canton, have extensive knowledge about the quality of the service they offer. Theoretically, it was based on the extensive bibliographic review of the variables under study. Methodologically, different types of research were used such as bibliographic, exploratory, descriptive and field. The methods used were inductive, deductive, statistical, analytical and expert methods that allowed obtaining specific information, through the application of techniques such as the survey, descriptive statistics, Ishikawa matrix, 5W+2H matrix, the Delphi technique and statistical analysis. using the questionnaire tools. The population was 650 individuals including partners, employees and clients, the sample was obtained by calculating and applying the formula for finite populations, resulting in a total sample of 242 individuals to whom the questionnaire was applied using the Google Forms platform. The results were analyzed with the statistical package SPSS Version 25. The study concludes that the cooperative mostly meets the expectations of the users, however, pockets of users have been found whose expectations have not been met, which is why They complain about the quality of service provided. Based on this, a quality improvement plan is proposed that contributes to the improvement of the corporate reputation of the Carlos Alberto Aray Cooperative, Chone canton. |
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