TY - GEN
T1 - Fidelización de Clientes y Ventas en una empresa certificadora de operadores de maquinaria pesada, Perú
AU - Arche, Shirley Thaiz Mendez
AU - Cuenca, Leydi Judith Polo
AU - Aitken, Higinio Guillermo Wong
AU - Flor Alicia, Calvanapón Alva
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023/1/1
Y1 - 2023/1/1
N2 - The objective of this research is to determine the relationship between customer loyalty and sales in a company that certifies heavy machinery operators in Peru. This study was of mixed approach, non-experimental design and descriptivecorrelational level, where a questionnaire with the Likert scale was used to measure customer loyalty, in addition, documentary analysis was used to determine the sales obtained by each customer, applying it to a population of 120 customers and with a sample of 80. As for the results obtained in the questionnaire applied, Cronbach's alpha coefficient was able to measure the reliability of the instrument, being 0.868, which means, if there is a high relationship between customer loyalty and the relationship with sales in a certifying company of heavy machinery operators in Peru. Finally, it was concluded that the null hypothesis is rejected and the alternative hypothesis is accepted.
AB - The objective of this research is to determine the relationship between customer loyalty and sales in a company that certifies heavy machinery operators in Peru. This study was of mixed approach, non-experimental design and descriptivecorrelational level, where a questionnaire with the Likert scale was used to measure customer loyalty, in addition, documentary analysis was used to determine the sales obtained by each customer, applying it to a population of 120 customers and with a sample of 80. As for the results obtained in the questionnaire applied, Cronbach's alpha coefficient was able to measure the reliability of the instrument, being 0.868, which means, if there is a high relationship between customer loyalty and the relationship with sales in a certifying company of heavy machinery operators in Peru. Finally, it was concluded that the null hypothesis is rejected and the alternative hypothesis is accepted.
KW - Customer loyalty
KW - Incentives
KW - Service quality
KW - sales
UR - https://www.scopus.com/pages/publications/85187267408
U2 - 10.18687/LEIRD2023.1.1.150
DO - 10.18687/LEIRD2023.1.1.150
M3 - Contribución a la conferencia
AN - SCOPUS:85187267408
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
PB - Latin American and Caribbean Consortium of Engineering Institutions
T2 - 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023
Y2 - 4 December 2023 through 6 December 2023
ER -