Calidad en las empresas del sector seguros en Lima Metropolitana - 2014
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Fecha
2019-09-10
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Pontificia Universidad Católica del Perú
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La presente investigación tiene como propósito identificar el nivel de cumplimiento percibido
de los factores de la administración de la calidad total (TQM por sus siglas en inglés) en las
empresas del sector seguros de Lima Metropolitana en el periodo de Junio a Octubre del
2014. El diseño de la investigación se realizó bajo un enfoque cuantitativo, de alcance
descriptivo, no experimental y transeccional. El instrumento es un cuestionario elaborado a
partir del modelo de calidad de los nueve factores del TQM desarrollado por Benzaquen
(2013). La muestra del estudio incorporó a 67 empresas del sector y se obtuvo una media de
3.559 el cual nos indica que las empresas del sector seguros tienden a cumplir con los
factores del TQM. Se destaca el factor de la Alta Gerencia con el mayor nivel de tendencia
en el cumplimiento de los factores del TQM y los factores de Círculos de Calidad y Diseño
del Producto resaltan por no estar orientadas al cumplimiento. Debido a que este estudio es
el primero de su tipo respecto a la calidad en el sector seguros cobra importancia para tomarlo
como referencia para futuros trabajos de investigación y para el sustento de la
implementación de mejoras para la calidad en el sector.
This research aims to identify the perceived level of compliance in the factors of total quality management (TQM) in the insurance sector companies of Lima in the period from June to October 2014. The research design was conducted under a transectional, non-experimental and quantitative approach with a descriptive scope. The instrument was a questionnaire based in the nine factors of TQM quality model developed by Benzaquen (2013). The study sample up to 67 companies in the sector and a 3.559 average value, which indicates that companies in the insurance sector tend to meet TQM factors was obtained. The senior management factor with the highest level of trend in fulfilling TQM factors. The factors of Quality Circles and Product Design highlight for not being aimed at fulfilling stands. Because this study is the first of its kind regarding the quality in the insurance sector becomes important to take it as a reference for future research and for sustaining the implementation of quality improvement in the sector.
This research aims to identify the perceived level of compliance in the factors of total quality management (TQM) in the insurance sector companies of Lima in the period from June to October 2014. The research design was conducted under a transectional, non-experimental and quantitative approach with a descriptive scope. The instrument was a questionnaire based in the nine factors of TQM quality model developed by Benzaquen (2013). The study sample up to 67 companies in the sector and a 3.559 average value, which indicates that companies in the insurance sector tend to meet TQM factors was obtained. The senior management factor with the highest level of trend in fulfilling TQM factors. The factors of Quality Circles and Product Design highlight for not being aimed at fulfilling stands. Because this study is the first of its kind regarding the quality in the insurance sector becomes important to take it as a reference for future research and for sustaining the implementation of quality improvement in the sector.
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Palabras clave
Calidad total, Seguros--Perú--Lima, Investigación cuantitativa
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Excepto se indique lo contrario, la licencia de este artículo se describe como info:eu-repo/semantics/openAccess