Relación de la gestión de innovación con el servicio al cliente del departamento de bienestar universitario de la Universidad Simón Bolívar-Barranquilla
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Fecha
2019
Autores
Castro Miranda, Aura Ibanel
Sánchez Justiz, Juan Raúl
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El desarrollo de la presente investigación tuvo como objetivo fundamental determinar la relación de la gestión de innovación con el servicio al cliente en el departamento de Bienestar Universitario de la Universidad Simón Bolívar-Barranquilla. Para llevar a cabo este propósito fue necesario en primer lugar la identificación de los procesos de la gestión de innovación en el servicio al cliente que realiza Bienestar y en segundo lugar la realización de un análisis de los factores influyentes en la relación de la gestión de innovación con el servicio al cliente en el departamento de Bienestar Universitario.
En cuanto al abordaje de la literatura, esta estuvo centrada en las variables que fueron objeto de estudio, estas son Gestión de Innovación y Servicio al Cliente; respecto a la primera variable se tomó en cuenta el modelo de gestión de innovación en empresas de servicio como referente principal para el desarrollo del trabajo propuesto por Arzola y Mejía (2007) y en el servicio al cliente se abordaron las dimensiones del servicio planteadas por Salazar y Cabrera (2016).
En relación al método empleado en el estudio, cabe resaltar que este se basó en el enfoque cuantitativo, de tipo correlacional, de alcance descriptivo; con diseño no experimental y de campo, la población estuvo conformada por 387 estudiantes de los diferentes programas de la Universidad más 19 funcionarios de Bienestar Universitario. En cuanto a la técnica de recolección de la información, se trató de una encuesta compuesta por 30 ítems medidos en escala tipo Likert y el número total de cuestionario fue de 406.
Los resultados obtenidos en este estudio, comparándolos con la literatura planteada por los autores antes mencionados, se logró evidenciar aspectos desfavorables en lo concerniente a la comunicación con el cliente y en relación a la identidad y niveles de autoridad de Bienestar Universitario. Demostrando además que el factor más in influyentes de gestión de innovación fue la estructura de procesos y el menos influyente fue la gestión de procesos; en cuanto al factor de servicio al cliente que demostró desfavorabilidad fue la empatía.
Finalmente, con los resultados obtenidos en este trabajo se logró identificar la necesidad de emplear mecanismos que contribuyan al fortalecimiento de la gestión de los procesos al interior de este departamento con el fin de poder ofrecerles a los clientes un servicio que supere sus expectativas y le permita participar constantemente en el desarrollo de las diferentes actividades que se realizan. Puesto que el cliente representa un elemento esencial al interior de la institución, para que esta pueda crecer y desarrollarse íntegramente es necesario que se interese por emplear estrategias que fortalezcan sus procesos y así poder responder a los retos del entorno.
The objective of this research was to determine the relationship between innovation management and customer service in the University Welfare Department of the Simón Bolívar-Barranquilla University. In order to carry out this purpose, it was necessary firstly to identify the processes of innovation management in the customer service carried out by Welfare and secondly, to carry out an analysis of the influential factors in the relationship of innovation management with customer service in the University Welfare department. Regarding the approach to literature, it was focused on the variables that were studied, these are Innovation Management and Customer Service; Regarding the first variable, the innovation management model in service companies was taken into account as the main reference for the development of the work proposed by Arzola and Mejía (2007) and in the customer service the dimensions of the service proposed by Salazar were addressed and Cabrera (2016). Regarding the method used in the study, it should be noted that this was based on the quantitative, correlational, descriptive scope approach; With non-experimental and field design, the population was made up of 387 students from the different programs of the University plus 19 University Welfare officials. Regarding the information collection technique, it was a survey composed of 30 items measured on a Likert scale and the total number of questionnaires was 406. The results obtained in this study, comparing them with the literature raised by the aforementioned authors, were able to demonstrate unfavorable aspects regarding communication with the client and in relation to the identity and authority levels of University Welfare. Also demonstrating that the most influential factor of innovation management was the process structure and the least influential was the process management; As for the factor of customer service that showed unfavorability was empathy. Finally, with the results obtained in this work, it was possible to identify the need to use mechanisms that contribute to the strengthening of process management within this department in order to offer customers a service that exceeds their expectations and allows constantly participate in the development of the different activities carried out. Since the client represents an essential element within the institution, so that it can grow and develop fully, it is necessary to be interested in using strategies that strengthen its processes and thus be able to respond to the challenges of the environment.
The objective of this research was to determine the relationship between innovation management and customer service in the University Welfare Department of the Simón Bolívar-Barranquilla University. In order to carry out this purpose, it was necessary firstly to identify the processes of innovation management in the customer service carried out by Welfare and secondly, to carry out an analysis of the influential factors in the relationship of innovation management with customer service in the University Welfare department. Regarding the approach to literature, it was focused on the variables that were studied, these are Innovation Management and Customer Service; Regarding the first variable, the innovation management model in service companies was taken into account as the main reference for the development of the work proposed by Arzola and Mejía (2007) and in the customer service the dimensions of the service proposed by Salazar were addressed and Cabrera (2016). Regarding the method used in the study, it should be noted that this was based on the quantitative, correlational, descriptive scope approach; With non-experimental and field design, the population was made up of 387 students from the different programs of the University plus 19 University Welfare officials. Regarding the information collection technique, it was a survey composed of 30 items measured on a Likert scale and the total number of questionnaires was 406. The results obtained in this study, comparing them with the literature raised by the aforementioned authors, were able to demonstrate unfavorable aspects regarding communication with the client and in relation to the identity and authority levels of University Welfare. Also demonstrating that the most influential factor of innovation management was the process structure and the least influential was the process management; As for the factor of customer service that showed unfavorability was empathy. Finally, with the results obtained in this work, it was possible to identify the need to use mechanisms that contribute to the strengthening of process management within this department in order to offer customers a service that exceeds their expectations and allows constantly participate in the development of the different activities carried out. Since the client represents an essential element within the institution, so that it can grow and develop fully, it is necessary to be interested in using strategies that strengthen its processes and thus be able to respond to the challenges of the environment.
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Palabras clave
Gestión, Innovación, Servicio al cliente, Bienestar universitario, Management, Innovation, Customer service, University welfare