Maestría en Ciencias con mención en Gestión de la Calidad

URI permanente para esta colecciónhttps://hdl.handle.net/20.500.13053/2138

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Examinando Maestría en Ciencias con mención en Gestión de la Calidad por Materia "Behavior"

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    Gestión de la calidad con enfoque al cliente y su relación con la competitividad en micro empresas farmacéuticas del Cercado de Lima caso: Galería Capón Center 2013
    (Universidad Privada Norbert Wiener, 2018-08-02) Contreras Torvisco, Martha; Ayala Mendivil, Ronald Espiritu
    The research entitled: Quality Management with a focus on the client and Competitiveness in Pharmaceutical Microenterprises, case: Galería Capón Center - Cercado de Lima 2013; whose general objective was to determine the relationship between the variables, quality management with customer focus and competitiveness in the Pharmaceutical Microenterprises of the third floor of the Galería Capón Center. This is an applied, observational, correlational and cross-sectional investigation, the method and design is nonexperimental quantitative, retrospective with a type of ordinal categorical variable, the technique was the survey and the instrument a documented questionnaire (SERVQUAL). The population is all 70 owners of the pharmaceutical establishments called drugstores or distributors of the third floor of the Galería Capón Center located in the Jr. Paruro Nª 946 - Cercado de Lima, to determine if there is a relationship between these two variables the test was used. Chi square independence and the Kendall tau-b correlation, the reliability was calculated by the Cronbach's alpha coefficient, with a value of 0.98%. 5 dimensions of the quality management variable are considered: Aspects or tangible elements, Reliability, Sensitivity or Responsiveness, Security, Empathy. The results showed that the variables of the study are related in a positive way. It is concluded that the better management of quality with a focus on the client, greater business competitiveness in pharmaceutical microenterprises of the Lima fencing. Case: Galería Capón Center.