Desempeño del SG-SST, calidad de vida en el trabajo y satisfacción de los clientes en las mipymes. Caso de estudio: mipyme de servicios Villavicencio

Abstract

The main objective of the research is focused on identifying the relationship that exists between the performance level of the SG-SST, the quality of life at work and the satisfaction of the clients in Colombian MSMEs, for this a case study was carried out In a Mipyme of services, located in the city of Villavicencio, the satisfaction of the clients was evaluated under the SERVQUAL model, the perception of the collaborators was estimated by analyzing the results obtained from the instrument to measure quality of life at work "CVT-GOHISALO ” and the performance level of the occupational health and safety management system was evaluated with the EMA-SST instrument in accordance with the parameters of the Occupational Health and Safety Management Maturity Scale.

From the results of the application of the SERVQUAL instrument to the clients, a descriptive and reliability analysis developed in SPSS was carried out, finding positive results, however when comparing the 5 dimensions with respect to the maximum possible level, the expected level and the level perceived by customers, it is evidenced that in none of these the perceived level of quality is higher or equal to the expected level, analyzing the differences it is highlighted that the variables Tangible Aspects and Reliability present a greater gap, which, although not significant evidence aspects to improve in the provision of the service. The GOHISALO tool measures quality of life at work, this instrument was applied to a total of 28 employees of the organization, the result of the seven dimensions analyzed, allows observing a degree of perception overall positive, none of the dimensions exceeds 90%. Generating the need to enhance the results in the dimensions of personal development and free time management, as they are the ones with the lowest compliance. EMA-SST developed by Rodríguez-Rojas (2018), was applied to three people within the organization the who were the person in charge of the SG-SST, a representative of the senior management and the representative of the workers to COPASST, the average of the results obtained is calculated, in order to establish the existing gaps and opportunities for improvement with respect to the level 5 of maturity, the result obtained of 80.41% indicating a level of maturity 4 or Proactive Management, which translates into an Occupational Health and Safety management with active participation of collaborators and favoring the promotion of safe environments and healthy.The result of the analysis of the variables shows that there is a relationship between the independent variables, compliance with the SG for Occupational Health and Safety, worker quality of life and the dependent variable customer satisfaction, validating the hypothesis where it was proposed that a SG -SST implemented maintains and improves the quality of life of workers, which in turn is reflected in customer satisfaction.