Influencia del liderazgo en la calidad de servicio de los clientes posventa del sector automotriz del cantón Ambato.
The lack of adequate training for workers in search of mitigating internal deficiencies, lack of support or organizational support between areas, ignorance of the service culture among internal clients, and mainly the lack of authority of managers in making- decision, It has led to a disconnection f...
Kaydedildi:
| Yazar: | |
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| Materyal Türü: | masterThesis |
| Dil: | spa |
| Baskı/Yayın Bilgisi: |
2020
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| Konular: | |
| Online Erişim: | http://repositorio.utc.edu.ec/handle/27000/7375 |
| Etiketler: |
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Etiketle | Özet: | The lack of adequate training for workers in search of mitigating internal deficiencies, lack of support or organizational support between areas, ignorance of the service culture among internal clients, and mainly the lack of authority of managers in making- decision, It has led to a disconnection from organizational leadership and quality of service. It is because of the above that this research report analyzes the influence that exists between transformational leadership and quality of service in the automotive companies of the Ambato Canton. The methodology was implemented under the quantitative approach, the deductive method; descriptive and correlational research; Through the stratified sampling, 18 concessionaires were selected to offer after sales service of the vehicles placed on the market; the survey technique was used, by means of a questionnaire applied to the Service Manager, Spare Parts Manager, Workshop Manager and a Technician from each of the companies, which amounts to 72 people surveyed, this allowed collecting information from sources primary information on the transformational leadership variable and how it influenced the quality of service through its dimensions. For the processing of descriptive and inferential data, the SPSS Statistis 22 program was used to obtain frequency tables, figures, and the correlation coefficient test, specifically Spearman (Rho) because the samples are non parametric. After processing information through field research, it was determined that there is no positive or significant correlation between transformational leadership and quality of service through its dimensions and the activities proposed. It was concluded by proposing an action plan that supports the training of the personnel involved. |
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