Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol

The ISO 9001:2015 standard promotes the adoption of a process-based approach, guaranteeing the continuous improvement of organizations. The objective of the research was to improve satisfaction of the services provided in a Peruvian automotive company using a Quality Management System based on ISO 9...

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Fecha de publicación:
2022
Institución:
Universidad Católica de Pereira
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Repositorio Institucional - RIBUC
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spa
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oai:repositorio.ucp.edu.co:10785/13705
Acceso en línea:
https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692
http://hdl.handle.net/10785/13705
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Derechos de autor 2022 Entre Ciencia e Ingeniería
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spelling Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañolSistema de Gestión de la Calidad basado en ISO 9001:2015 y su influencia en la satisfacción de los servicios de una empresa automotriz peruanaThe ISO 9001:2015 standard promotes the adoption of a process-based approach, guaranteeing the continuous improvement of organizations. The objective of the research was to improve satisfaction of the services provided in a Peruvian automotive company using a Quality Management System based on ISO 9001: 2015. A quantitative pre-experimental type design was applied, with a sample of 30 clients, to whom an instrument with Likert-type responses was applied to evaluate the quality of service and satisfaction of the applied process model. The results showed improvements concerning the customer satisfaction index, as well as the redesign and standardization of the company's processes. It is concluded that the system significantly influenced satisfaction of the services provided by the automotive company.La norma ISO 9001:2015 promueve adoptar un enfoque basado en procesos, garantizando la mejora continua de las organizaciones. La investigación tuvo por objetivo mejorar la satisfacción de los servicios brindados en una empresa automotriz peruana empleando un Sistema de Gestión de la Calidad basado en ISO 9001:2015. Se aplicó un diseño de tipo pre-experimental de corte cuantitativo, con una muestra de 30 clientes, a quienes se aplicó un instrumento con respuestas tipo Likert para evaluar la calidad del servicio y satisfacción del modelo de proceso aplicado. Los resultados evidenciaron mejoras con respecto al índice de satisfacción de los clientes, asimismo se realizó exitosamente el rediseño y estandarización de los procesos de la empresa. Se concluye que el sistema influenció significativamente en la satisfacción de los servicios brindados por la empresa automotriz.Universidad Católica de Pereira2023-08-29T03:49:42Z2023-08-29T03:49:42Z2022-12-31Artículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/resource_type/c_2df8fbb1application/pdfapplication/xmlhttps://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/269210.31908/19098367.2692http://hdl.handle.net/10785/13705Entre ciencia e ingeniería; Vol 16 No 32 (2022); 16-21Entre Ciencia e Ingeniería; Vol. 16 Núm. 32 (2022); 16-21Entre ciencia e ingeniería; v. 16 n. 32 (2022); 16-212539-41691909-8367spahttps://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692/2595https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692/2630Derechos de autor 2022 Entre Ciencia e Ingenieríahttps://creativecommons.org/licenses/by-nc/4.0/deed.es_EShttps://creativecommons.org/licenses/by-nc/4.0/deed.es_ESinfo:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Amasifén Pimentel, Antony GabrielSánchez Wilcamango, Luis MiguelValles Coral, Miguel AngelNavarro Cabrera, Jorge RaulPinedo, Lloyoai:repositorio.ucp.edu.co:10785/137052025-01-28T00:00:00Z
dc.title.none.fl_str_mv Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
Sistema de Gestión de la Calidad basado en ISO 9001:2015 y su influencia en la satisfacción de los servicios de una empresa automotriz peruana
title Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
spellingShingle Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
title_short Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
title_full Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
title_fullStr Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
title_full_unstemmed Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
title_sort Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive companyEspañol
description The ISO 9001:2015 standard promotes the adoption of a process-based approach, guaranteeing the continuous improvement of organizations. The objective of the research was to improve satisfaction of the services provided in a Peruvian automotive company using a Quality Management System based on ISO 9001: 2015. A quantitative pre-experimental type design was applied, with a sample of 30 clients, to whom an instrument with Likert-type responses was applied to evaluate the quality of service and satisfaction of the applied process model. The results showed improvements concerning the customer satisfaction index, as well as the redesign and standardization of the company's processes. It is concluded that the system significantly influenced satisfaction of the services provided by the automotive company.
publishDate 2022
dc.date.none.fl_str_mv 2022-12-31
2023-08-29T03:49:42Z
2023-08-29T03:49:42Z
dc.type.none.fl_str_mv Artículo de revista
http://purl.org/coar/resource_type/c_6501
http://purl.org/coar/version/c_970fb48d4fbd8a85
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_2df8fbb1
status_str publishedVersion
dc.identifier.none.fl_str_mv https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692
10.31908/19098367.2692
http://hdl.handle.net/10785/13705
url https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692
http://hdl.handle.net/10785/13705
identifier_str_mv 10.31908/19098367.2692
dc.language.none.fl_str_mv spa
language spa
dc.relation.none.fl_str_mv https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692/2595
https://revistas.ucp.edu.co/index.php/entrecienciaeingenieria/article/view/2692/2630
dc.rights.none.fl_str_mv Derechos de autor 2022 Entre Ciencia e Ingeniería
https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES
https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES
info:eu-repo/semantics/openAccess
http://purl.org/coar/access_right/c_abf2
rights_invalid_str_mv Derechos de autor 2022 Entre Ciencia e Ingeniería
https://creativecommons.org/licenses/by-nc/4.0/deed.es_ES
http://purl.org/coar/access_right/c_abf2
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/xml
dc.publisher.none.fl_str_mv Universidad Católica de Pereira
publisher.none.fl_str_mv Universidad Católica de Pereira
dc.source.none.fl_str_mv Entre ciencia e ingeniería; Vol 16 No 32 (2022); 16-21
Entre Ciencia e Ingeniería; Vol. 16 Núm. 32 (2022); 16-21
Entre ciencia e ingeniería; v. 16 n. 32 (2022); 16-21
2539-4169
1909-8367
institution Universidad Católica de Pereira
repository.name.fl_str_mv
repository.mail.fl_str_mv
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