The importance of Organizational Climate as a factor in customer satisfaction: Coppel Villa Guerrero Case Study

Abstract

The study of the organizational climate is fundamental for any company, since it is the most precise indicator that shows the levels of positive and negative labor relations in the organization. Organizational climate is a variable that reflects the interaction between personal and organizational characteristics; it is considered a fundamental element in the perception that the worker has of the structures and processes that occur in his work environment (Goncalves, 1997). Therefore, this research was applied in the Coppel Villa Guerrero branch through a series of questions analyzing the variable as a factor of customer satisfaction both internally (employees) and externally (customers). Therefore, a questionnaire was designed that contemplates the proposed dimensions, with the objective of measuring the organizational climate, and thus determine if this variable is a correlational factor for customer satisfaction, before this was defined a sample of 261 customers and 57 employees, who with their support allowed to conclude the research for the verification of the hypotheses proposed, which is that, The impact on job satisfaction can be both positive and negative because when employees are not satisfied with their work, they generate a negative, toxic environment and this harms the organization in all its processes, which showed that there is indeed a correlation between the organizational climate and customer satisfaction, since the employee usually feels valued by the company and is reflected directly in the treatment of the customer, which leads to job satisfaction.