Satisfacción laboral y percepción del cliente corporativo en la empresa Servientrega sucursal Bucaramanga

Abstract

There are different theories about the importance of the role of employees in the performance of companies. Although the theories have evolved, it is important to take into account that those who plan, execute and direct the activities of all organizations are the people who are inside them, and, therefore, it is inferred that the degree of job satisfaction can be a fundamental aspect to determine the quality of the service offered by the company. On the other hand, it is recognized that customer care has become one of the main focuses when designing competitive strategies in organizations, therefore, customer perception can positively or negatively influence the level of success of the companies. The objective of this study was to analyze the relationship between job satisfaction and the perception of the corporate client in the company Servientrega, Bucaramanga branch. The research was developed with a quantitative approach and a correlational scope, with a type of non-experimental and cross-sectional design. Questionnaires type S20/23 were applied for the analysis of the job satisfaction variable and CATPCA for the customer perception variable. The Shapiro-Wilk normality test was applied, using the Pearson correlation coefficient when two or more variables showed normal behavior, and the Spearman correlation coefficient when one or two variables had non-normal behavior. The results allowed us to observe the non-existence of a well-defined correlation between the different dimensions of the variables, with the exception of the existing correlation between satisfaction with supervision and response capacity (r= -0.011) and satisfaction with participation and response capacity (r= -0.007). It is concluded that in the Bucaramanga branch of the Servientrega company, a low relationship between job satisfaction and customer perception is estimated.