Análisis de las causas de insatisfacción del cliente en los almacenes comerciales de la Industria Militar: Un enfoque para la mejora continua
En un entorno competitivo, la satisfacción del cliente es crucial para el éxito organizacional, especialmente en los almacenes comerciales de la Industria Militar, certificados bajo la norma NTC-ISO 9001:2015. A pesar de su compromiso con la calidad, se identificaron deficiencias en el servicio al cliente en los 27 almacenes comerciales y 3 almacenes de depósito, generando insatisfacción entre los usuarios. Este estudio se centró en identificar y analizar las causas de esta insatisfacción, empleando herramientas como encuestas, análisis de quejas, sugerencias y reclamaciones, así como la revisión de informes internos. Los objetivos incluyen recopilar datos sobre la experiencia del cliente, categorizar problemáticas y priorizar las áreas críticas en función de su impacto. El análisis permite comprender los factores subyacentes que afectan la percepción de los usuarios, proporcionando un diagnóstico que respalde decisiones informadas a futuro. Los resultados de la investigación no solo ofrecen una visión clara de las áreas críticas, sino que también sientan las bases para mejorar la experiencia del cliente, fortaleciendo la relación entre los usuarios y la organización, y contribuyendo al cumplimiento de su compromiso de calidad y excelencia.
In a competitive environment, customer satisfaction is crucial for organizational success, especially in the Commercial Warehouses of the Military Industry, certified under the NTC-ISO 9001:2015 standard. Despite their commitment to quality, deficiencies in customer service have been identified in the 27 Commercial Warehouses and 3 Depot Warehouses, generating dissatisfaction among users. This study focuses on identifying and analyzing the causes of this dissatisfaction, using tools such as surveys, analysis of complaints, suggestions and claims, as well as the review of internal reports. The objectives include collecting customer experience data, categorizing issues and prioritizing critical areas based on their impact. The analysis provides insight into the underlying factors affecting user perceptions, providing a diagnosis to support informed decisions going forward. The results of the research not only provide a clear view of the critical areas, but also lay the foundation for improving the customer experience, strengthening the relationship between users and the organization, and contributing to the fulfillment of its commitment to quality and excellence.
In a competitive environment, customer satisfaction is crucial for organizational success, especially in the Commercial Warehouses of the Military Industry, certified under the NTC-ISO 9001:2015 standard. Despite their commitment to quality, deficiencies in customer service have been identified in the 27 Commercial Warehouses and 3 Depot Warehouses, generating dissatisfaction among users. This study focuses on identifying and analyzing the causes of this dissatisfaction, using tools such as surveys, analysis of complaints, suggestions and claims, as well as the review of internal reports. The objectives include collecting customer experience data, categorizing issues and prioritizing critical areas based on their impact. The analysis provides insight into the underlying factors affecting user perceptions, providing a diagnosis to support informed decisions going forward. The results of the research not only provide a clear view of the critical areas, but also lay the foundation for improving the customer experience, strengthening the relationship between users and the organization, and contributing to the fulfillment of its commitment to quality and excellence.
Identificar las causas de la insatisfacción de los clientes en los Almacenes comerciales de la Industria Militar en Colombia, con el fin de comprender los factores que afectan la experiencia del cliente y su nivel de satisfacción.
Ruíz Ortiz, J.E. (2025). Análisis de las causas de insatisfacción del cliente en los almacenes comerciales de la Industria Militar: Un enfoque para la mejora continua. [Monografía de Investigación, Corporación Universitaria Minuto de Dios - UNIMINUTO]. Repositorio UNIMINUTO.