Resumo Apesar da sua fama internacional durante a Idade Média, o nosso conhecimento do império do Mali permanece muito incompleto. Talvez a lacuna mais significativa seja o facto de a sua capital ainda não ter sido identificada de forma fiável. Este artigo oferece uma nova hipótese sobre a localização da capital imperial de Mali no século XIV. Baseia-se na observação de que os governantes do Mali, tal como os de outras formações políticas medievais africanas, assentavam o seu poder no controlo da interface entre redes mercantis opostas. Ao fazê-lo, tendiam a estabelecer a sua legitimidade política através do uso de títulos e de manifestações de poder político e religioso condizentes com os seus diferentes clientes e súbditos. Ter em consideração esta dualidade económica, religiosa e política permite-nos postular que a capital do Mali se encontrava fora do domínio real. Embora ainda não tenha sido investigada pela arqueologia, a localização hipotética da cidade proposta neste artigo corresponde às descrições árabes disponíveis.

Abstract Despite its international fame during the Middle Ages, our knowledge of the empire of Mâli remains patchy. Perhaps the most significant lacuna is that its capital has not yet been reliably identified. This paper offers a new hypothesis about the location of the imperial capital of Mâli in the 14th century. It is based on the observation that the rulers of Mâli, like those of other medieval African polities, strengthened their power by controlling the interface between opposite merchant networks. In doing so, they tended to establish their political legitimacy through the use of titles and displays of political and religious power befitting their different clients and subjects. Taking this economic, religious and political duality into consideration allows us to posit that the capital of Mâli lay outside the royal domain. Though it has not yet been probed by archaeology, the city’s hypothetical location proposed in this arricle corresponds to available Arabic descriptions.

ABSTRACT To contribute to knowledge development on global South sustainable entrepreneurship, this work describes how these entrepreneurs seek to sensitize and educate the local community about sustainable living through their business model. Three sustainable companies from the gastronomic sector in northwestern Mexico were studied, focusing attention on the experiences of entrepreneurs and their interactions in the social space. ATLAS.ti qualitative analysis tool was used to encode the text of the in-depth interviews. The results indicate that there are various ways that these entrepreneurs use to sensitize and educate the local community; for example, they raise awareness among their workers and clients about recycling, environmental care, adaptation to local conditions, the importance of changing habits of consumption, and especially of the diverse ways in which the ecosystem can be respected. For these entrepreneurs, sustainable development is a way of life that they share with their community through diverse actions of social interaction.

RESUMEN El artículo tiene como objetivo contribuir al desarrollo de conocimiento sobre emprendimiento sustentable de la región del sur global, describiendo las diversas formas en las que los emprendedores interactúan en el espacio social. Se estudiaron tres empresas sustentables del sector gastronómico del noroeste de México, centrando la atención en las diversas acciones de interacción social en la que estos emprendedores sensibilizan y educan a la comunidad local sobre vida sustentable a través de su modelo de negocio. Se utilizó la herramienta para análisis cualitativo ATLAS.ti para codificar el texto de las entrevistas. Los resultados indican que estos emprendedores concientizan a sus colaboradores y clientes sobre reciclaje, cuidado del medio ambiente, adaptación a las condiciones locales y modificar hábitos de consumo. Para estos emprendedores el desarrollo sustentable es un estilo de vida que comparten con su comunidad mediante diversas acciones de interacción social.

Abstract This study uses eye-tracking metrics to quantify the visual attention given to differentiation attributes in specialty coffees. Two Discrete Choice-type experiments were developed using the packaging as a stimulus to analyze visual attention and the probability of choice for each attribute. Experiment 1 (466 observations) included the evaluation of the attributes price, brand, coffee variety, organic label and origin. Experiment 2 (279 observations) tested price, score, altitude and roast. Experiments 1 and 2 revealed that the use of the Time Fixation Duration (TFD) and Visit Count (VC) metrics were efficient in evaluating the effect of visual attention on the choice of each attribute present in the packaging. In experiment 2, the Time to First Fixation (TFF) and the willingness-to-pay (WTP) metrics were also significant, the latter of which had a value higher than the highest price indicated by the retailer. The packaging label could be considered a first potential activation regarding the novelty that these attributes represent, and the findings of this study can direct the efforts of the coffee industry to educate its customers about the main quality attributes related to the consumption of specialty coffees that are still poorly understood, but which may generate future profitability.

Resumo Este estudo usa métricas de rastreamento ocular para quantificar a atenção visual dada aos atributos de diferenciação dos cafés especiais. Dois experimentos do tipo Discrete Choice foram desenvolvidos utilizando a embalagem como estímulo para analisar a atenção visual e a probabilidade de escolha de cada atributo. O experimento 1 (466 observações) incluiu a avaliação dos atributos preço, marca, variedade do café, selo orgânico e origem. O experimento 2 (279 observações) testou preço, pontuação, altitude e torra do grão. Os experimentos 1 e 2 revelaram que o uso das métricas Time Fixation Duration (TFD) e Visit Count (VC) foram eficientes na avaliação do efeito da atenção visual na escolha de cada atributo presente na embalagem. No experimento 2, o tempo para a primeira fixação (TFF) e as métricas de disposição a pagar (WTP) também foram significativas, sendo que este teve um valor superior ao preço mais alto indicado pelo varejista. O rótulo de uma embalagem pode ser considerado potencialmente uma primeira ativação em relação à novidade que esses atributos representam e, além disso, os achados deste estudo podem direcionar os esforços da indústria cafeeira para educar seus clientes sobre os principais atributos de qualidade relacionados ao consumo de cafés especiais que ainda são pouco conhecidos, mas que podem gerar lucratividade futura.

Resumo Objetivos: Analisar o fluxo das consultas das pessoas com deficiência realizadas na clínica universitária da FMDUL, caracterizar os seus clientes e relacionar o estado de saúde dentário com o tipo de deficiência principal, o nível de dependência, dificuldades na higiene oral e a frequência de consultas. Métodos: Estudo observacional, analítico e transversal, com uma amostra de 555 indivíduos que frequentaram a consulta para pessoas com deficiência da FMDUL, entre 2015-2019. Os dados de índice de dentes cariados, perdidos e obturados (CPOD), índice de hemorragia e índice de depósitos foram recolhidos dos processos clínicos. A análise estatística incluiu os testes Kruskal-Wallis e Mann-Whitney com um nível de significância de 5%. Resultados: Durante o período de estudo foram efetuadas 3120 consultas. O índice CPOD foi de 9,51 (±7,49) e era mais elevado nos indivíduos com deficiência intelectual (p<0,001), nos independentes/autónomos (p<0,001) e nos que frequentavam a consulta há mais tempo (p<0,001). A hemorragia gengival era menor nos indivíduos autónomos (p=0,013). Os indivíduos que frequentavam mais regularmente a consulta apresentaram menores valores de hemorragia e de placa bacteriana embora sem diferença significativa. Os valores de dentes cariados (p=0,02), de hemorragia (p<0,001) e de placa bacteriana (p=0,004) foram mais elevados nos indivíduos não cooperantes. Conclusões: Os indicadores de saúde dentária dos indivíduos que frequentam a consulta de higiene oral são positivos e são influenciados pela dependência nas atividades de vida diária e autonomia na higiene oral, assim como pela cooperação na consulta.

Abstract Objectives: Analyze the flow of appointments at the Dental Hygiene Clinic for People with Disabilities at FMDUL, characterize their clients, and relate their dental health status with their main disability, level of dependency, difficulties in oral hygiene, and frequency of appointments. Methods: This observational, analytical, cross-sectional study included a sample of 555 patients who attended the Dental Hygiene Clinic for People with Disabilities at FMDUL between 2015 and 2019. The decayed missing and filled teeth (DMFT) index, bleeding index, and debris index were collected from clinical records. Statistical analysis included the Kruskal-Wallis and Mann-Whitney tests with a significance level of 5%. Results: During the study period, 3120 appointments were carried out. The DMFT index was 9.51(±7.49) and was higher in individuals with intellectual disabilities (p<0.001), in independent/ autonomous individuals (p<0.001), and in those who attended the clinic for a longer time (p<0.001). Gingival bleeding was lower in autonomous individuals (p=0.013). More regular users had less bleeding and bacterial plaque, although without significant differences. The values of decayed teeth (p=0.02), bleeding (p<0.001), and bacterial plaque (p=0.004) were higher in uncooperative individuals. Conclusions: The dental health indicators of individuals who attend the dental hygiene clinic are positive and are influenced by dependency on activities of daily living, autonomy in oral hygiene, and cooperation in the appointments.

Resumen El presente trabajo se realizó en las cinco poblaciones más grandes del Istmo de Tehuantepec México, el objetivo del artículo es evaluar la percepción de la calidad de los servicios ofrecidos por las televisoras de paga. Los objetivos específicos buscaban identificar los componentes de calidad que determinan la satisfacción de los clientes externos de las empresas televisoras e identificar los factores que influyen en su comportamiento a la hora de contratar el servicio; los resultados arrojaron que el 57.44% de los clientes están satisfechos con los servicios brindados, se determinaron los rasgos básicos de los elementos que dan como resultado la satisfacción del cliente, el porcentaje de aprobación por elementos evaluados son: tangibilidad 60.81%, fiabilidad 57.82%, respuesta 55.15%, seguridad 57.83%, empatía 56.04% de aprobación, se encuestaron a 920 personas y el 31.18% de ellos no contratan un servicio televisivo. Los hallazgos encontrados señalan que las personas están satisfechas con el servicio brindado por las televisoras.

Summary The present work was carried out in the five largest populations of the Isthmus of Tehuantepec Mexico, the objective of the article is to evaluate the perception of the quality of services offered by pay television. The specific objectives sought to identify the quality components that determine the satisfaction of external customers of television companies and identify the factors that influence their behavior when to hire the service; the results showed that 57.44% of the clients are satisfied with the services provided, the basic features of the elements were determined that result in customer satisfaction, the percentage of approval by elements evaluated are: tangibility 60.81%, reliability 57.82%, response 55.15%, security 57.83% empathy 56.04% approval, 920 people were surveyed and 31.18% of them they do not hire a television service. The findings found indicate that people are satisfied with the service provided by the television stations.

RESUMEN El objetivo de la presente investigación es analizar la percepción de los clientes que visitan los puntos de venta sobre los elementos determinantes del merchandising visual. El estudio se realiza bajo un enfoque cuantitativo y de carácter descriptivo, mediante una encuesta aplicada a una muestra de 159 clientes externos, donde se pudo comprobar que existe una percepción mayormente positiva, aunque existen factores desfavorables como la ambientación con música, la pertinencia de las promociones, la estacionalidad y la distribución de los productos. En conclusión, se conoce que los establecimientos comerciales Caracol pese a que hacen uso del Merchandising Visual, manifiestan aspectos estimados de forma negativa bajo la percepción de los clientes.

ABSTRACT This research aims to analyze the perception of customers who visit points of sale on the determining elements of visual merchandising. The study is carried out under a quantitative and descriptive approach through a survey applied to a sample of 159 external customers, where it was found that there is a primarily positive perception. However, there are unfavorable factors such as the ambiance with music, the relevance of promotions, seasonality, and distribution of products. In conclusion, it is known that Caracol stores, although they use Visual Merchandising, have aspects that customers negatively perceive.

Resumen Se analiza de manera empírica la base de datos de la Fintech estadounidense LendingClub, la empresa precursora del mercado de préstamos digitales persona a persona. Se busca contextualizar al modelo de negocio a través de su base de datos y las variables implicadas en el perfil de riesgo de los participantes. Se toman cuatro ventanas de tiempo para capturar ciclos económicos y su impacto en el perfil crediticio de los prestatarios. Para identificar los perfiles de riesgo de manera analítica, implementamos la técnica de clústeres de K-medias, definiendo un patrón de segmentación de participantes en función de la tasa de interés de los préstamos y la calificación FICO (Fair Isaac Company). Los patrones de agrupación son constantes a lo largo de los periodos estudiados y permiten determinar niveles promedio de ingreso, tipos de préstamos adquiridos y proveniencia geográfica según perfil de riesgo. Pocos estudios contemplan toda la información disponible de la operación de LendingClub (2007-20203T); por lo tanto, este estudio también identifica la transición a la madurez de este modelo de negocio. Este trabajo logra dos objetivos: demostrar la evolución de los clientes y la plataforma a través del tiempo en cuanto se refiere a los perfiles de riesgo de los participantes prestatarios, y destacar el uso de clústeres de K-medias como una herramienta apropiada para el perfilamiento frente a otras alternativas analíticas.

Abstract We empirically analyze the LendingClub dataset, the pioneer of the peer-to-peer digital lending market. We aim to contextualize the business model through its database and the variables involved in the risk profile of the participants. We consider four different periods to capture economic cycles and their impact on the credit profile of borrowers. We implement K-Means Clustering Analysis to analytically define a segmentation pattern for participants based on the interest rate of the loans and the FICO (Fair Isaac Company) score. The clusters are constant throughout the periods studied and allow to detect average income levels, issued loans destination and borrower geographic origin according to risk profile. Few studies contemplate all the information available for the LendingClub operation (2007-2020Q3), therefore, this study illustrates how this business model has transitioned to maturity. This work achieves two objectives: to demonstrate the evolution of clients and the platform over time in terms of the risk profiles of participating borrowers, and to highlight the use of K-Means Clustering as an appropriate tool for profiling against to other analytical alternatives.

RESUMEN Introducción: en la parada cardíaca extrahospitalaria la actuación precoz y eficiente mediante maniobras de reanimación cardiopulmonar (RCP) y uso del desfibrilador externo automático (DEA) constituyen la piedra angular para la supervivencia. Instrumentos que mejoren la educación aumentarían la respuesta del personal lego. Objetivos: desarrollar, validar y evaluar una prueba de conocimientos sobre reanimación cardiopulmonar y uso correcto del desfibrilador externo automático en Asunción durante el 2023. Metodología: estudio observacional corte transversal, muestro no probabilístico por conveniencia de personal lego usuarios de centros de concurrencia masiva de Asunción. Se desarrolló un cuestionario exclusivo sobre conocimientos en reanimación cardiopulmonar y uso del desfibrilador externo automático (COR-DEA) basado en la cadena de supervivencia en parada cardíaca extrahospitalaria. Se validó el contenido, el constructo y la consistencia interna mediante la opinión de experto, análisis de factores y el alfa de Cronbach. Resultados: participaron 200 legos mayormente clientes de shoppings, predominando hombres 63,5 % (127) entre 25-29 años 28,5 % (57). Con educación universitaria 61,5 % (123), no relacionados con la salud 75,5 % (151), con conocimientos previos en RCP 52 % (104), pero no en DEA 81,5 % (163). El test mostró fiabilidad y adecuación para análisis factorial (Alfa de Cronbach 0.75, Kaiser-Meyers-Olkin; 0.78, Bartlett p<0.05). Las preguntas abarcarón los tres primeros eslabones de la cadena de supervivencia, con ítems de dificultad media a alta. Las mujeres tuvieron significativamente mejor desempeñó (p=0.04). Conclusión: la prueba COR-DEA es un instrumento válido y fiable para mejorar la educación del lego en RCP y uso del DEA basado en la cadena de supervivencia.

ABSTRACT Introduction: in out-of-hospital cardiac arrest, early and efficient intervention through cardiopulmonary resuscitation (CPR) maneuvers and the use of the automated external defibrillator (AED) are the cornerstone for survival. Instruments that improve education would increase the responsiveness of lay personnel. Objectives: to develop, validate and evaluate a knowledge test on cardiopulmonary resuscitation and correct use of the automated external defibrillator in Asunción during 2023. Methodology: observational cross-sectional study, non-probabilistic sample for convenience of lay personnel users of mass attendance centers in Asunción. An exclusive questionnaire was developed on knowledge in cardiopulmonary resuscitation and the use of the automated external defibrillator (KOR-AED) based on the chain of survival in out-of-hospital cardiac arrest. Content, construct, and internal consistency were validated using expert opinion, factor analysis and Cronbach's alpha. Results: a total of 200 lay people participated, mostly shopping mall customers, with a predominance of men (63.5 %) (127), between 25-29 years old 28.5% (57). 61.5 % (123) had a university education, 75.5 % (151) had not related to health, 52 % (104) had prior knowledge of CPR, but 81.5 % (163) did not. The test showed reliability and suitability for factor analysis (Cronbach's alpha 0.75, Kaiser-Meyers-Olkin; 0.78, Bartlett p<0.05). The questions covered the first three links in the chain of survival, with items of medium to high difficulty. Women performed significantly better (p=0.04). Conclusion: the KOR-AED test is a valid and reliable instrument to improve the education of the layperson in CPR and use of the AED based on the chain of survival.

Abstract: This research analyzes two time periods to determine the impact of agricultural microcredits and their contribution to the sustainability of productive family units. The first evaluation was conducted in the period 2016-2017, and the second in the period 2021, in order to know the before and after of the socio-economic realities of the families. This work evaluated the impact of agricultural microcredits on the sustainability of productive family units in the Apuela parish, through the characterization of the families that accessed microcredits, the analyses of the use of the funds, the relationship between microcredits and the design of guidelines for their granting. A field documentary and descriptive research was carried out, through the application of inductive and deductive methods, and surveys as an instrument for gathering primary information. Microsoft Excel statistical tools were used for tabulation. The results showed that agricultural microcredits had a positive impact on the economic, social, and environmental aspects of the productive family units, generating an improvement in sustainability and an increase in income. It was concluded that financial entities should motivate their clients with incentives, and that the state should create credit public policies to support microenterprises and entrepreneurship.

Resumen: La presente investigación analiza dos períodos de tiempo para conocer el impacto de los microcréditos agrícolas y su contribución a la sustentabilidad de las unidades familiares productivas. La primera evaluación fue realizada en el período 2016-2017, y la segunda en el período 2021, con la finalidad de conocer el antes y después de las realidades socioeconómicas de las familias. Esta investigación evaluó el impacto de los microcréditos agrícolas en la sustentabilidad de las unidades familiares productivas en la parroquia Apuela, mediante la caracterización de las familias que accedieron a microcréditos, el análisis del destino del dinero, la relación entre los microcréditos y el diseño de orientaciones para su otorgamiento. Se realizó una investigación de campo, documental y descriptiva, con la aplicación de métodos inductivos y deductivos, y la encuesta como instrumento para el levantamiento de información primaria. Las herramientas estadísticas de Microsoft Excel se utilizaron para la tabulación. Los resultados mostraron que los microcréditos agrícolas tuvieron un impacto positivo en los aspectos económico, social y ambiental de las unidades familiares productivas, generando una mejoría en la sustentabilidad y un incremento en los ingresos. Se concluyó que las entidades financieras deben motivar a sus clientes con incentivos y que el Estado debe crear políticas públicas crediticias para apoyar a las microempresas y emprendimientos.

Abstract The purpose of this article is to explain the bases of sustainable gastronomy and its relationship with slow food´s earth markets, taking as an example the case of the Toluca Alternative Green Market and the impact it has on the Valle de Toluca´s community in obtaining sustainable gastronomy. To obtain the results, a theoretical research with a qualitative approach was used, with a documentary and field environment experimental strategy. An instrument was applied to 16 members of the Earth Market, whom were selected taking into consideration that the main turn of their project complied with the gastronomic axis necessary for the project. Additionally, participant observation was conducted during a year. According to the results obtained, both inputs and collaborators, as well as customers represent fundamental parts of a sustainable gastronomy, each one of them with certain peculiarities, including the “zero waste generation”, short supply chains and marketing, among others. It is concluded that in order for a gastronomy to be sustainable inside an Earth Market, three elements must be related: inputs, collaborators, and consumers, each with its own characteristics.

Resumen El propósito de este artículo es explicar las bases de la gastronomía sustentable y su relación con los mercados de la tierra del movimiento Slow Food, tomando como ejemplo el caso del Mercado Verde Alternativo de Toluca y el impacto que este ejerce en la comunidad del Valle de Toluca en la obtención de una gastronomía sustentable. Para obtener los resultados, se efectuó una investigación teórica de enfoque cualitativo, con estrategia experimental de ambiente documental y de campo. Se aplicó un instrumento a 16 integrantes del mercado de la tierra, los cuales fueron seleccionados tomando en consideración que el giro de su proyecto cumpliera con el eje gastronómico, aunado a una observación participante durante un año. Como resultados se obtuvieron que los insumos, colaboradores y clientes son parte fundamental de una gastronomía sustentable, y que cada uno con ciertas peculiaridades, engloban el “cero generación de residuos”, cadenas cortas de suministro y comercialización, entre otros. Se concluye que para que una gastronomía sea sustentable en un mercado de la tierra se deben relacionar tres elementos: insumos, colaboradores y consumidores, cada uno con características propias.

ABSTRACT This research aimed to analyze the good practices of social innovation of informal women traders in the parish of Sinincay, canton Cuenca, Ecuador, in their main economic activity. Under a mixed approach, theoretical and empirical methods were used, and the following techniques were applied: survey and focus groups. It was found that 26% of the women surveyed offer the "yapa" as an innovative action in sales; 42% keep going around the city to be closer to customers, and 31.6% use friendly treatment, as they consider that it facilitates their sales; in addition, it was assessed that their level of social innovation is of new principles.

RESUMEN La presente investigación tuvo como objetivo analizar las buenas prácticas de innovación social de mujeres comerciantes informales de la parroquia Sinincay, cantón Cuenca, Ecuador, en su actividad económica principal. Bajo un enfoque mixto se utilizaron métodos teóricos y empíricos, y aplicaron las técnicas: encuesta y grupos focales. Se pudo constatar que el 26 % de las mujeres encuestadas ofrecen la yapa como acción de innovación en venta; el 42 % se mantienen recorriendo la ciudad para tener mayor acercamiento a los clientes y el 31.6 % utilizan el trato amable, ya que consideran que facilita sus ventas; además, se valoró que su nivel de innovación social es de nuevos principios.

ABSTRACT Production and service capabilities are variables that influence decision-making in business management. Capacity management has become a tool that interrelates the company and countries with the demand forecast. This article aims to expose how the comprehensive analysis of capabilities in logistics systems is used as the basis for business management decision-making. For this, the Second Generalization of Capacity Calculation (SGCC) is presented as a mathematical formulation for the calculation of the capacities of any logistic process and system; this is the fundamental contribution of this work. For validation of the SGCC as a general algorithm for every type of process, 24 study cases of different characteristics, contexts, and countries were applied to this formulation. As casuistic evidence, the case of the dairy industry is exemplified; here the algorithm is used to decide the possibility of developing new products and as support for the technical phase of the investment analysis, always with the objective of satisfying current and future customer demand.

RESUMEN Las capacidades de producción y servicios son variables que influyen en la toma de decisiones en la gestión empresarial. La gestión de las capacidades se ha convertido en los últimos años en una herramienta que interrelaciona a la empresa y los países, con la previsión de la demanda. Este artículo tiene como objetivo exponer cómo el análisis integral de las capacidades en los sistemas logísticos se emplea como base de la toma de decisiones de gestión empresarial. Para ello, se presenta la Segunda Generalización del Cálculo de Capacidad (SGCC) como formulación matemática para el cálculo de las capacidades de cualquier proceso y sistema logístico, constituyendo esto uno de los aportes fundamentales de este trabajo. Para la validación de la SGCC como algoritmo general, se listan 24 casos de estudios de diferentes características, contextos y países donde fue aplicada esta formulación. Como evidencia casuística, se ejemplifica el caso de una industria de lácteos donde se emplea el algoritmo para decidir sobre la posibilidad de desarrollar nuevos productos y como soporte a la fase técnica del análisis de inversiones, siempre con la meta de satisfacer la demanda de los clientes actuales y futuros.

ABSTRACT Business management systems have undergone a remarkable transformation in recent years. The demands of customers/users set the pace and direction of sports governance organizations, more demanding, specialized demand and increasingly stringent regulations in the international market are among the factors that condition this transformation within the sports sector. The objective of the research is to analyze the main trends in integrated management. Theoretical methods were used: historical-logical, analysis-synthesis and inductive-deductive and empirical methods: bibliographic review and stratification supported by computer tools such as UCINET software. It is obtained that integrated management is characterized by improving the integration of the organizational system to achieve the objectives with efficiency, effectiveness and flexibility, and the application of computer tools, in the stages of planning, operation, evaluation and improvement. The approach based on process integration allows the incorporation into the system of the applicable unified requirements demanded by all stakeholders, the determination of process interactions and the management of black holes. This approach makes it easier for stakeholders to design and implement standardized integrated systems and provides top management with systems thinking for analysis and decision making.

RESUMEN Los sistemas de gestión empresarial experimentan una notable transformación en los últimos años. Las exigencias de clientes/usuarios marcan el ritmo y la dirección de las organizaciones de gobierno deportivo, demanda más exigente, especializada y normativas cada vez más estrictas en el mercado internacional son de los factores que condicionan esta transformación dentro del sector deportivo. El objetivo de la investigación es analizar las principales tendencias de la gestión integrada. Se utilizaron métodos teóricos: histórico-lógico, análisis-síntesis e inductivo-deductivo y métodos empíricos: revisión bibliográfica y estratificación apoyados en herramientas informáticas como el software UCINET. Se obtiene que la gestión integrada se caracteriza por mejorar la integración del sistema organizacional para alcanzar los objetivos con eficiencia, eficacia y flexibilidad, y la aplicación de herramientas informáticas, en las etapas de planificación, operación, evaluación y mejora. El enfoque basado en la integración de procesos permite incorporar al sistema los requisitos unificados aplicables demandados por todas las partes interesadas, la determinación de las interacciones del proceso y la gestión de los agujeros negros. Este enfoque facilita a los actores involucrados el diseño e implementación de sistemas integrados normalizados y proporciona a la alta dirección un pensamiento sistémico para el análisis y la toma de decisiones.

Resumen La presente investigación tuvo como objetivo determinar la relación que existe entre la calidad de servicios con la satisfacción y la lealtad de los clientes de la empresa Grupo de Alimentos SAC. El tipo de investigación fue básica, con un enfoque cuantitativo, se consideró un nivel de investigación descriptivo correlacional y un diseño no experimental. La técnica utilizada fue la encuesta aplicada a 135 clientes. Luego de analizar los datos se determinó que la correlación entre la calidad de servicio y la satisfacción del cliente es de un p - valor = 0.000 y Rho = 0.467 que demuestra una relación significativa positiva media; y se determinó la correlación entre la calidad de servicio y la lealtad del cliente de un p - valor = 0.000 y Rho = 0.466 que también demuestra una relación significativa positiva media. Los resultados permitieron evidenciar que al realizar esfuerzos por mejorar la calidad de servicio impactará en la satisfacción y la lealtad de los clientes.

Abstract This research seeks to determine the relationship between the quality of service with customer satisfaction and loyalty, the participants in this study were 135, the type of research was basic, with a calculated approach, a descriptive correlational level of research and a non-experimental design. The technique used was the survey; After analyzing the data, the coincidence between the quality of service and customer satisfaction is extended by a p - value = 0.000 and Rho = 0.467, which shows a significant positive average relationship; a p - value = 0.000 and Rho = 0.466 that demonstrates a mean positive significant relationship; The results indicate that making efforts to improve the quality of service will have an impact on customer satisfaction and loyalty.

Resumo Por meio deste estudo, procurou-se analisar o comportamento do cliente em relação aos aplicativos de pedidos de comida, bem como comparar o comportamento dos usuários de dois níveis para sugerir estratégias para startups de entrega de comida. Para atingir esse objetivo, primeiro a literatura é revisada para desenvolver um modelo construtivo e, em seguida, os dados primários são coletados de usuários de aplicativos de comida nas cidades indianas de Chandigarh e Bhubaneswar para verificar as suposições sobre os fatores que afetam seu comportamento. O resultado mostrou que a segurança financeira e de saúde, juntamente com a entrega flexível e a facilidade de uso, são determinantes significativos da satisfação do cliente no serviço de alimentação digital e o comportamento dos clientes em dois níveis diferentes mostrou semelhança, exceto a importância das opções de variedade e poucos aspectos de descontos e entrega flexível. Este estudo é significativo para os stakeholders na entrega de alimentos, como investidores, fundadores de startups, e fornecedores para criar estratégias para seus serviços de acordo com as preferências do cliente final encontradas neste estudo. procurouse procurou se objetivo seguida saúde uso semelhança alimentos investidores

Abstract Through this study, we tried to analyze customer behavior towards food delivery apps as well as make a comparison of behavior by users from two tiers which is made to suggest strategies for food delivery startups. To accomplish this objective, first the literature is reviewed to develop a constructive model, and then primary data is collected from food app users in the Indian cities of Chandigarh and Bhubaneswar to verify the assumptions on factors affecting their behavior. The results show that financial and health safety, along with flexible delivery and ease of use are significant determinants of customer satisfaction in digital food service and the behavior of customers in two different tiers is shown to be similar, except in the significance of variety options and few aspects of discounts and flexible delivery. This study is significant for food delivery stakeholders such as investors, founders of startups, and vendors to strategize their service as per preferences of the end customer found in this study. startups objective model safety similar investors