Método Kaizen para optimizar la calidad del servicio postventa en una cadena de bienes durables, ciudad de Piura 2020

Abstract

The objective of this research was to design the Kaizen method to optimize the quality of the after-sales service in a chain of durable products in the city of Piura 2020. The methodology used was of an applied type, with a quantitative approach, it used a deductive method, it was a non-experimental and purposeful design. The sample consisted of 57 clients of a chain of durable products in the city of Piura, to whom a questionnaire with a Likert-type scale was applied which was validated through the judgment of experts and whose reliability yielded 0.784 in the Alpha coefficient of Cronbach. The results obtained were able to diagnose, decide and identify the most relevant factors for the descriptive analysis of both variables of the study carried out. Likewise, the proposal of the "Kokyaku" tool was supported as a new management tool to optimize the quality of the after-sales service. The most outstanding conclusions refer to the direct impact of Kaizen elements on the quality of after-sales service.