Clientes internos y externos y la calidad del servicio brindado por la empresa Envases Leylita S.A.C. – 2019

• Autor: Espinoza Urbina, Kiara Vanessa
• Formato: tesis de grado
• Fecha de Publicación: 2019
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/17908
• Enlace del recurso: https://hdl.handle.net/20.500.14414/17908
• Nivel de acceso: acceso abierto
• Materia: Clientes internos y externos; Calidad de servicio; Capacidad de respuesta

The objective of this research was to determine the relationship between internal and external Clients with the Quality of Service provided by the company Envases Leylita S.A.C. - 2019. The following problem was formulated: In what way do internal and external customers relate to the quality of the service provided by the company Envases Leylita S.A.C. - 2019? Whose hypothesis was: Internal and external customers are positively and significantly related to the quality of service of the company Envases Leylita S.A.C. - 2019. The research methodology was developed according to the type applied with a non-experimental design. The study population consisted of 43 internal and external clients. As a result, we have: 36.84% of internal clients (collaborators) indicated that satisfaction in the company Envases Leylita SAC is bad, 36.84% that it is regular and 26.32% that it is good. On the other hand, 37.50% of external customers (End Customers) indicate that it is bad, 45.83% that it is regular and 16.67% that it is good. 36.84% of internal customers (collaborators) indicated that the level of quality of service at Envases Leylita SAC is poor, 47.37% indicated that it is regular and 15.79% indicated that it is good. On the other hand, 20.83% of external clients (clients) indicated that the level of service quality is bad, 58.33% indicated that it is regular and 20.83% indicated that it is good. It is concluded: that internal and external clients are positively and significantly related to the quality of service of the company Envases Leylita S.A.C. - 2019.