Aplicación De Un Modelo Basado En La Gestión Del Conocimiento Para Mejorar El Nivel De Aprovechamiento De Las Tic. Estudio De Caso En Una Pyme Mexicana

A very dynamic environment and constant technological advances are surrounding small and medium-sized enterprises (SMEs) in their commercial activities. The business context is becoming increasingly complex, as there are continually numerous aspects related to the application of knowledge, both financial, legal, organizacional and technological. In relation to the application of information and communication technologies (ICT), SMEs need to acquire and apply knowledge correctly to obtain the best use of these technologies in their business processes. Taking this scenario into account, the objective of this paper is to present the case study on the application of a conceptual model based on knowledge management (KM) to improve the level of use of ICT in the business processes of mexican SMEs. The model was applied in an SME of the commercial sector. The results obtained are exposed, as well as the conclusions and future perspectives of the work developed

Customer Satisfaction, measuring the quality of service provided to customers for restaurants. Mexican Case.

Study of the level of quality of services in restaurants of North, Central and South of the State of Sonora areas. The SERVQUALING instrument, a sample n = 315 Simple Random Sampling obtained from a population of 935. The reliability was obtained by Cronbach's alpha = 0.922 was used, being very high to be considered as equivalent questionnaire designed to populations construct validity and acceptable internal reliability. The results show that this questionnaire presents internal consistency in their scales and the south has a level of overall quality of 3.97 (79%), the downtown area a level of 3.91 (78%) and the northern area a 3.91 (78%). The hypothesis test showed that there is no significant difference between the results so the quality of these businesses in these areas is considered as good as the Likert scale used it to see the range of 3.4 to 4.19 (68% to 83.9%). The greatest contribution required to be done is to raise awareness of the performance of these businesses by region, and companies together with government development agencies, can make decisions based on the diagnosis that offers this tool