RELACIÓN DEL CLIMA ORGANIZACIONAL Y LA SATISFACCIÓN DEL CLIENTE EN UNA EMPRESA DE TELEVISIÓN POR CABLE

Abstract

The organizational climate is the human and physical environment in which daily work is carried out, generating a social relationship that influences worker productivity and customer satisfaction. The objective of this study was to determine the relationship between the organizational climate and customer satisfaction in a company that provides cable television service in Peru. A correlational design was used to test the main hypothesis that predicted the relationship between both variables. For this purpose, the Organizational Climate Scale (EDCO) was applied to 20 workers, who represented the entire population; likewise, a structured interview script was administered by telephone to a sample of 99 clients, out of 6532, to describe their satisfaction with the service received. The results indicated that the level of organizational climate of the company was classified at an average level and customer satisfaction at an indifferent level, according to the scales of the instruments used. It was concluded that there is no direct relationship between the levels of organizational climate and customer satisfaction for the service provided by the company. Keywords: Customer service; Quality of service; Organizational climate; Customer satisfaction.