“LA LOGÍSTICA DE DISTRIBUCIÓN Y LA SATISFACCIÓN DEL CLIENTE EN LA EMPRESA BLACK & DECKER DEL PERÚ S.A. 2015.”

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The main purpose of this research was to determine the characteristics of logistics distribution process of the company Black & Decker del Peru SA to detect existing faults and recommending improvements to be made by possible action plans that can be executed in the organization seeking improvement, for which the next target was raised: Determine to what extent the process of distribution of goods affects customer satisfaction. With the stated objective, the hypothesis that logistical goods distribution process significantly influences customer satisfaction was designed,

For purposes of contrast the target and test the hypothesis, the study was validated with experts consulted trial. The study was scheduled as quantitative research focus, applicative type, explanatory and non-experimental design level because its aspects are theorized, although its scope will be based on practical application by the companies in the industry. But, sample checks are performed with a population size of 45 people working in the company Black & Decker del Peru SA, confidence level of 95%, value of population proportion of 50% and error limit of statistical inference was executed by the Pearson correlation test (r), bivariate, level of significance p-value (p) of 0.05. He also managed to calculate the correlation of variables and their respective covariance obtaining a 91.5% r.

The investigation concluded that the process of distribution of goods significantly influences customer satisfaction, proving that by failing to conduct an efficient diagnosis has not detected the causes of dissatisfaction; which has not allowed to take the right decisions to achieve their objectives in the short, medium and long term, not to adopt the measures noted, would undermine customer loyalty and consequently with a low yield decreased sales volume.

In this sense, the research recommends that the company Black & Decker de Peru SA display all strategies to achieve customer satisfaction that allows you to get as benefits: 1) Customer loyalty (which translates into future sales), 2) free distribution (which translates into new customers) and 3) a certain market share.

Keywords: Logistics, Processing, Distribution of goods, Customer Satisfaction, Logistics.

ÍNDICE DE CONTENIDOS

Pág.

DEDICATORIA

AGRADECIMIENTO

TABLA DE CONTENIDOS

RESUMEN

ABSTRACT

INTRODUCCIÓN

CAPITULO I: PROBLEMA DE LA INVESTIGACIÓN

- Descripción del Problema ……………………………………….. 15

- Formulación del Problema ……………………………………….. 17

1.2.1 Problema General ……………………………………….. 17

1.2.2 Problemas Específicos ……………………………………….. 17

- Objetivos de la Investigación ……………………………………….. 17

1.3.1 Objetivo General ……………………………………….. 17

1.3.2 Objetivos Específicos ……………………………………….. 18

- Justificación de la Investigación ……………………………….. 18

1.5. Limitaciones de la Investigación ……………………………….. 18

CAPITULO II: MARCO TEÓRICO

2.1 Antecedentes de la Investigación ……………………………….. 20

2.2 Bases Teóricas ……………………………………………….. 36

2.2.1 Logística de la Distribución ……………………………….. 36

Los Procesos Logísticos ……………………………………….. 50

Nivel de Servicio y Operaciones Logísticas ……………….. 63

Rol de la Gestión Logística en el Servicio al Cliente…………… 68

Sistema de Distribución o Logístico de la Empresa……………. 71

Indicadores de la Gestión Empresarial ………………………… 77

Canales de Distribución ……………………………………..….. 105

2.2.2 Satisfacción del Cliente …………………………………..….. 107

Indicadores del Servicio y Satisfacción del Cliente…………….. 113

Principios de Satisfacción del Cliente…………………………… 118

El Cliente ………………………………………………….….. 123

Beneficios de lograr la Satisfacción del Cliente ………………... 125

- Definiciones conceptuales …………………………………….….. 137

2.4 Formulación de Hipótesis …………………………………….….. 139

2.4.1 Hipótesis Principal ………………………………………... 139

2.4.2 Hipótesis Secundarias……………………………………….. 139

2.5 Variables de la Investigación ……………………………………….. 140

2.6 Matriz de Consistencia ……………………………………….. 141

CAPITULO III: METODOLÓGÍA DE LA INVESTIGACIÓN

- Diseño metodológico 141

3.1.1 Enfoque de la Investigación 142

3.1.2 Tipo de la Investigación 142

3.1.3 Nivel de la Investigación 142

3.1.4