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Research articles

Vol. 1 No. 1 (2021): Concordia

Preventive maintenance to enhance the level of customer satisfaction in the automotive sector of Piura, Peru

Preventive maintenance to enhance the level of customer satisfaction in the automotive sector of Piura, Peru
Published
2021-03-01

Preventive maintenance is a practice that consists of performing tasks on a regular and planned basis, to prevent the occurrence of failures or breakdowns in equipment and systems. This research raised the objective of applying preventive maintenance management to increase the level of customer service of the company in the automotive sector. The quantitative approach methodology, applied type, pre-experimental design, the population covers the company under study and 30 clients. The techniques considered were direct observation, for data collection and analysis. A preventive maintenance plan for the machinery, a training plan and the application of the 5S methodology were designed and executed. After its application, it is concluded that, in the automotive sector, the degree of customer satisfaction increased, the statistical analysis of t student was lower than the margin of error of the inquiry, which validates that the application of preventive maintenance management increases the degree of service to the buyer of the organization of the automotive sector, Piura.

Preventive maintenance is a practice that consists of performing tasks on a regular and planned basis, to prevent the occurrence of failures or breakdowns in equipment and systems. This research raised the objective of applying preventive maintenance management to increase the level of customer service of the company in the automotive sector. The quantitative approach methodology, applied type, pre-experimental design, the population covers the company under study and 30 clients. The techniques considered were direct observation, for data collection and analysis. A preventive maintenance plan for the machinery, a training plan and the application of the 5S methodology were designed and executed. After its application, it is concluded that, in the automotive sector, the degree of customer satisfaction increased, the statistical analysis of t student was lower than the margin of error of the inquiry, which validates that the application of preventive maintenance management increases the degree of service to the buyer of the organization of the automotive sector, Piura.

Issue:
Vol. 1 No. 1 (2021): Concordia
Section:
Research articles

References

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