Process Management and Customer Satisfaction in a Minimarket in Trujillo

Abstract

This research work was aimed at determining the influence of a process management model on customer satisfaction in a minimarket in Trujillo during the 2019-2021 period. The work methodology is applied according to the purpose, therefore, the design is pre-experimental, where a reliable questionnaire (Cronbach's Alpha of 0.75) was applied to 52 clients. Likewise, an interview guide applied to the manager and collaborators of the company, and the questionnaire which was applied to consumers were taken as data collection instruments. The study began with the Diagnosis of the processes in the minimarket, before applying the process management model, Proposal based on the process management model, Economic Analysis and Evaluation and Monitoring of the Proposal. It is concluded that customer satisfaction in the post-test is at the "Excellent" level, having obtained an average score of 4.57, compared to 2.94 obtained in the pre-test, for which the implementation resulted in an impact positive, achieving an increase of 1.63 points. Finally, the investigation culminated in the economic evaluation, obtaining a NPV of S/. 47, 103.13 and a benefit cost of 18.99%.