EL CLIMA ORGANIZACIONAL Y SU RELACIÓN CON LA CALIDAD DEL SERVICIO EN LA EMPRESA MERCREDI S.A.

Abstract

The organizational climate is one of the most important factors for the development of a company due to its close relationship with the well-being of its employees, which affects the service quality they offer to users. The objective of this research is to determine the relationship between the organizational climate and service quality in the company Mercredi SA, in order to provide accurate and relevant information to the top management of this company, with the purpose of contributing with proposals for improvements in this field; for this, a quantitative investigation was carried out, correlating the results of the application of questionnaires about organizational climate and service quality to the company's collaborators. Among the relevant findings of the study, it was found that in general the organizational climate is evaluated in 4.23 on 5 points, equivalent to 85% compliance. On the other hand, qualification of service quality is 3.92 out of 5 points, equivalent to 78% approval. Once the correlation has been calculated, a "high" positive and significant relationship of 89.4% is determined, so that the higher the organizational climate, the higher service quality provided by the company. Therefore, it is suggested the implementation of strategies and programs to improve the organizational climate by the human talent department of the company to achieve an optimal performance in the services offered by the company.