ANÁLISIS DEL GRADO DE SATISFACCIÓN DE LOS SOCIOS DE LA SOCIEDAD COOPERATIVA ANDALUZA DEL CAMPO “EL ALCÁZAR”
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2016-05-18
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Jaén: Universidad de Jaén
Resumen
[ES] Este proyecto tiene como principal objetivo, determinar la calidad del servicio percibido por los socios de la Sociedad Cooperativa Andaluza del Campo, “El Alcázar” (S.C.A.), es decir, su grado de satisfacción. El estudio ha sido llevado a cabo mediante metodología cuantitativa, a través de un cuestionario online. Dicho cuestionario ha sido elaborado mediante una escala tipo SERVQUAL (Service Quality).
La recopilación de datos para llevar a cabo este análisis ha sido establecida teniendo en cuenta las principales variables para este servicio. Dichas variables surgen a raíz de diversas entrevistas personales con uno de los responsables de la Sociedad.
El valor que tiene haber utilizado esta metodología es que proporciona a esta Sociedad un diagnóstico sobre cómo se está desarrollando el servicio, y además permite a los propios socios de la Cooperativa poder evaluar el servicio que reciben. Como resultado obtienen aquellas variables que requieren de una mejora, ofreciendo la posibilidad de incrementar el grado de satisfacción de estos socios.
[EN] The main objective of this project is to determine the quality of service perceived by members of the “Sociedad Coperativa Andaluza del Campo, el Alcázar” (S.C.A.) that is to say, their degree of satisfaction. The study was conducted using quantitative methodology through an online questionnaire. This questionnaire has been prepared by SERVQUAL type scale (Service Quality). Data collection to carry out this analysis has been established taking into account the main variables for this service. These variables arise from various personal interviews with one of those responsible persons for the Company. The value of using this methodology is that this company provides a diagnosis on how the service is being developed, and also allows partners own the cooperative to evaluate the service they receive. As a result, they obtained variables that require improvement, offering the possibility of increasing the members’ degree of satisfaction.
[EN] The main objective of this project is to determine the quality of service perceived by members of the “Sociedad Coperativa Andaluza del Campo, el Alcázar” (S.C.A.) that is to say, their degree of satisfaction. The study was conducted using quantitative methodology through an online questionnaire. This questionnaire has been prepared by SERVQUAL type scale (Service Quality). Data collection to carry out this analysis has been established taking into account the main variables for this service. These variables arise from various personal interviews with one of those responsible persons for the Company. The value of using this methodology is that this company provides a diagnosis on how the service is being developed, and also allows partners own the cooperative to evaluate the service they receive. As a result, they obtained variables that require improvement, offering the possibility of increasing the members’ degree of satisfaction.