STRATEGIC PLANNING AND ITS RELATIONSHIP TO SERVICE QUALITY: CASE: MULTI-SALES - 2019 - Softcover

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The type of research is quantitative because it uses data collection to test hypotheses, based on numerical measurement and statistical analysis. The level of research is descriptive because it aims to describe situations, contexts and events, detailing how the study variables are and are manifested, also correlational because it determines the relationship between the two variables. The research design is non-experimental, because it analyses and studies the relationship of the variables: Strategic Planning and Quality of Service in a given time. The selected sample is the clients and collaborators of MULTIVENTAS. The technique used in the collection of information is the questionnaire of questions, which was validated with Cronbach's Alpha obtaining a coefficient of 0.980, which is acceptable.

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