Calidad en las empresas del sector comercial de estaciones de servicio de combustible líquido de Lima Metropolitana
Date
2017-06-20
Journal Title
Journal ISSN
Volume Title
Publisher
Pontificia Universidad Católica del Perú
Abstract
La gestión de la calidad es un tema importante para lograr el éxito en una organización y
ha logrado contribuir en el desarrollo de la sociedad. La aplicación de la calidad en las empresas
tiene un costo, pero también tiene un costo el no aplicarlo. La presente investigación busca
comparar los niveles de calidad percibidos en las empresas del sector comercial de estaciones de
servicio de combustible líquido en Lima Metropolitana que cuentan con un Sistema de Gestión
de Calidad ISO 9001 y las que no. En tal sentido, se empleó una encuesta basada en el modelo
de los nueve factores de éxito para adoptar la Administración de Calidad Total (TQM) propuesto
por Benzaquen (2013). Se trabajó con una muestra de 219 empresas, de las cuales 121 contaban
con un Sistema de Gestión de Calidad. La encuesta fue aplicada a 38 distritos de Lima
Metropolitana.
Como resultado del estudio, se obtuvo una diferencia significativa de los niveles de
calidad percibidos entre las empresas del sector comercial de estaciones de servicio de
combustible líquido que cuentan con un Sistema de Gestión de Calidad y las que no
The quality management is an important topic to achieve success in an organization and has managed to contribute with the development of society. The application of quality on companies has a cost, but also do not apply it have a cost. The present investigation compares the levels of quality perceived by the commercial sector of liquid fuel service stations companies in Lima Metropolitana, that have a quality management system ISO 9001 and those which do not have one. In this sense, it was used the model of the nine success factors of the Total Quality Management (TQM) proposed by Benzaquen (2013). We worked with a sample of 219 companies, of which 121 had quality management system. The survey was conducted in 38 districts of Lima Metropolitana. As a result of the study, there are significant differences between the levels of quality perceived among companies the commercial sector of liquid fuel
The quality management is an important topic to achieve success in an organization and has managed to contribute with the development of society. The application of quality on companies has a cost, but also do not apply it have a cost. The present investigation compares the levels of quality perceived by the commercial sector of liquid fuel service stations companies in Lima Metropolitana, that have a quality management system ISO 9001 and those which do not have one. In this sense, it was used the model of the nine success factors of the Total Quality Management (TQM) proposed by Benzaquen (2013). We worked with a sample of 219 companies, of which 121 had quality management system. The survey was conducted in 38 districts of Lima Metropolitana. As a result of the study, there are significant differences between the levels of quality perceived among companies the commercial sector of liquid fuel
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Keywords
Calidad total, Estaciones de servicio -- Perú -- Lima, Investigación cuantitativa
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