Improvement of processes in the cashier area to increase customer satisfaction in a shopping center

Abstract

The objective of the research work is to implement the improvement of processes in the cashier area to increase customer satisfaction in a shopping center in the city of Chimbote. The research is applied with a pre-experimental type design, the population evaluated was 384 people, with a probabilistic sampling, instruments such as the observation guide were used to be able to visualize the problems in the box, a flow chart file to be able to recognize the critical point of the problem, and the questionnaire based on the Servqual model to measure the degree of customer satisfaction. The results obtained from the observation guide were 3 main problems that gave an accumulated of 60.59% which was improved through the Kaizen methodology, because in the end the customer's perception increased regarding the different questions of the questionnaire, for the products Without a bar code, the customer's perception was 18% marking the value 4 and 5, in the agile service of the cashier area the customer's perception was 17% marking the value 6 and in the knowledge of the product codes the perception of the customer was 18% marking the value 4.5 and 6. It is concluded that the improvement of the process in the cashier area increased customer satisfaction.