Examinando por Autor "Romero Mendoza, Carlos Alberto"

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    Implementación de un sistema de gestión ISO 9001-2015 y mejora de la calidad de servicio en las boticas de Lima Sur en el periodo 2018
    (Universidad Privada Norbert Wiener, 2018-06-05) Ancasi Flores, Rosemery Jesús; Romero Mendoza, Carlos Alberto; Rivero Laverde, Armando
    The general objective of this research was to propose the implementation of an ISO 9001-2015 management system to improve service quality in drugstores in South Lima in 2018. The methodology used was descriptive transactional, with a correlational design. The non-probabilistic sample consisted of n=30 pharmaceutical chemists working in the storage area of drugstores in the South Lima district. Two instruments of 10 items each were constructed and validated by two experts. For information processing, the SPSS 25 statistical software was used. The result of the correlation, obtained through the Spearman's Rho statistic, showed a correlation value of r=0.920 between the implementation variable and the service quality variable, with a bilateral significance of 0.000 (less than the significance level of 0.05). Consequently, the alternative hypothesis was accepted, and the null hypothesis was rejected. There is a high moderate relationship between the implementation of an ISO 9001-2015 Management System and service quality in drugstores in South Lima in 2018. It is concluded that the implementation of an ISO 9001-2015 management system has been efficient in improving service quality due to the fluidity of communication channels with customers and the conduction of internal audits within an annual activities plan directed by top management.