Método Kaizen para optimizar la calidad del servicio postventa en una cadena de bienes durables, ciudad de Piura 2020

Revista de Análisis Económico y Financiero

Roberto David Murillo Miranda¹  Elmer Bagner Salazar Salazar² 

[1] Universidad Cesar Vallejo;Universidad de San Martín de Porres;

关键词: kaizen;    quality of service;    continuous improvement;    chain of durable goods;    post-sale;   

DOI  :  https://doi.org/10.24265/raef.2021.v4n2.42

来源: DOAJ

【 摘 要 】

The objective of the research was to design the Kaizen method to optimize the quality of after-sales service in a chain of durable goods, in the city of Piura 2020. The methodology used was of an applied type, with a quantitative approach, it used a deductive method, it was a design not experimental and propositional level. The sample consisted of 57 clients of a chain of durable goods in the city of Piura, to whom a questionnaire with a Likert-type scale was applied, which was validated through expert judgment and whose reliability yielded 0.784 in the Alpha coefficient of Cronbach. The results obtained managed to diagnose, determine and identify the most relevant factors for the descriptive analysis of both variables of the study carried out. Likewise, the proposal of the "Kokyaku" tool was supported as a new management tool to optimize the quality of after-sales service. The most outstanding conclusions refer to the direct impact of Kaizen elements on the quality of after-sales service.

【 授权许可】

Unknown