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Sistema CRM y su influencia en la fidelización de los clientes de la empresa Timones Hidráulicos Veloz de la ciudad de Trujillo en el 2018
| Content Provider | Semantic Scholar |
|---|---|
| Author | Acosta, Barrios Jhasury, Helca |
| Copyright Year | 2019 |
| Abstract | This work has been carried out with the objective of determining the influence of a CRM system (Customer Relationship Management) in customer loyalty of the company Timones Hidraulicos Veloz of Trujillo in 2018. For this an applied study was carried out, quasi-experimental according to its orientation and with a post-test design only and intact groups, for this i worked with a population of 400 clients of the company and a sample of 196, of which 98 belong to the experimental group and 98 to the control group. A survey was carried out after the system had been applied. In order to determine the levels of customer loyalty, the information was transferred to a database and grouped according to the specific objectives and the general objective, an analysis of the levels of each dimension was made and to determine the relationship between variables, the formula of the sperman coefficient was used. Also the Kolmogorov Smirnov test was used, which determined that the data were distributed in a non-normal way; therefore, the nonparametric test used was the Mann Whitney U test. After having carried out the hypothesis test to determine the significance of the CRM in customer loyalty, we obtained as a result that the CRM (Customer Relationship Management) system significantly improved (p = 0.000 <0.05) the customer loyalty of the customer. Timones Hidraulicos Veloz company of the city of Trujillo. It´s recommended that the company should constantly be investigating and updating the information about its customers in its database, in such a way that it allows it to continue to manage the relationships with its clients, from the moment of capturing them to post sale and proper management of complaints or claims. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://dspace.unitru.edu.pe/bitstream/handle/UNITRU/13164/barriosacosta_helca.pdf?isAllowed=y&sequence=3 |
| Alternate Webpage(s) | http://www.dspace.unitru.edu.pe/bitstream/handle/UNITRU/13164/barriosacosta_helca.pdf?isAllowed=y&sequence=1 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
