EVALUACION EVALUACION DEL NIVEL DE SATISFACCION DE LOS ESTUDIANTES DE LA LA UNIVERSIDAD DEL VALLE SEDE PALMIRA CON LAS CAFERERIAS INVESTIGACION DE MERCADOS
ALVARO LUIS AGUADO CHARRY VANESSA BECHARA PÉREZ ROGGER ADRAN CARDONA DIANA CAROLINA ZAMORA BETANCOURT
UNIVERSIDAD UNIVERSIDAD DEL VALLE FACULTAD DE CIENCIAS DE LA ADMINISTRACIÓN INVESTIGACION DE MERCADOS PALMIRA 2010 1
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EVALUACION EVALUACION DEL NIVEL DE SATISFACCION DE LOS ESTUDIANTES DE LA LA UNIVERSIDAD DEL VALLE SEDE PALMIRA CON LAS CAFERERIAS INVESTIGACION DE MERCADOS
ALVARO LUIS AGUADO CHARRY VANESSA BECHARA PÉREZ ROGGER ADRAN CARDONA DIANA CAROLINA ZAMORA BETANCOURT
Profesor: ALVARO GARCES
UNIVERSIDAD UNIVERSIDAD DEL VALLE FACULTAD DE CIENCIAS DE LA ADMINISTRACIÓN INVESTIGACION DE MERCADOS
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CONTENIDO Pág.
INTRODUCCIÓN
1. DEFINICION DEL MERCADOTECNIA
1
PROBLEMA/OPORTUNIDAD PROBLEMA/OPORTUNIDAD
OBJETIVOS 2. PLANEACION DEL DISEÑO DISEÑO DE INVESTIGACION INVESTIGACION CRONOGRAMA DISEÑO DE LA ENCUESTA
DE
2 2 4
4 4
3. ESPECIFICACION DE LOS PROCESOS DE DE MUESTREO MUESTREO
8
4. RECOLECCION DE DATOS
9
5. ANALISIS DE LOS DATOS
10
CODIFICACION
10
RESULTADOS
12
6. PREPARACION Y PRESENTACION PRESENTACION DEL INFORME INFORME
25
CONCLUSIONES
28
RECOMENDACIONES
30
ANEXOS TABULACION ENCUESTAS
32
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INTRODUCCION
En este contexto nos proponemos investigar el nivel de satisfacción, aceptación de los estudiantes estudiantes de la universidad del valle sede Palmira con las cafeterías actuales, la de La Mona y la de Don Eli, basados en el proceso para llevar a cabo una investigación de mercados visto en la signatura que lleva el mismo nombre. Aplicamos los conceptos vistos en clase, y en ele mismo orden en que se nos presentaron fueron aplicados a la oportunidad de mercadotecnia, definida en el paso 1, basados en eso hicimos uno objetivo general, del que se desprenden cinco específicos, que nos llevaron al diseño de la encuesta. Según los resultados que expulsaron las encuestas realizadas en el campus se realizo una tabulación de los datos y posteriormente a un análisis, por medio del cual pudimos llegar a las conclusiones y recomendaciones aquí expuestas.
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1. DEFINICION DEL DEL PROBLEMA/OPORTUNIDA PROBLEMA/OPORTUNIDAD D DE MERCADOTECNIA La Universidad del Valle sede Palmira durante su proceso para llegar a ser sede tuvo graves problemas por no contar con instalaciones propias, esto llevo a los estudiantes a paros en pro de conseguir unos servicios básicos dignos y propicios para el ambiente académico; aquellos que vieron clases en una escuela o en parques no conocían lo que era una cafetería o un comedor universitario. Cuando fue dado el Coliseo para adaptarlo como sede universitaria por la Alcaldía, quienes terminaron sus carreras universitarias y quienes las iniciamos conocimos diferentes conceptos de cafeterías universitarias, que no contaban con los estándares adecuados para tener tal nombre. En el 2009 al obtener las propias instalaciones de la Universidad cambiaron considerablemente las condiciones, y la cafetería no fue la excepción. Ahora, cuando estamos a puertas de ser una Seccional, es importante que el campus brinde a los estudiantes las herramientas necesarias para un desarrollo académico que les permita llegar a la excelencia. En la actualidad, cuando se trata de alimentación los estudiantes tiene dos opciones: conformarse con la comida rápida que encuentran en las cafeterías o trasladarse desde las instalaciones instalaciones de la universidad hasta restaurantes restaurantes cercanos en los cuales deben pagar un alto valor con respecto a sus ingresos, pues la mayoría son estudiantes de la jornada diurna que dependen de sus padres y que pertenecen a estratos 1 y 2, muchos de estos deben esperar hasta llegar a sus casas o llevar algo preparado El motivo principal de esta investigación de mercados es evaluar el grado de satisfacción de los estudiantes con su cafetería, sus instalaciones, productos que ofrecen, que tan nutritivos pueden ser, si los precios son módicos, además conocer la opinión que tienen respecto a la ubicación de la cafetería, el diseño de la misma, si es higiénico, si consideran que el espacio es el adecuado para ingerir alimentos o simplemente para el ocio y si les parece agradable o viable la idea de un comedor universitario subsidiado. Esta información nos permitirá tener una mejor idea de lo que ellos esperan encontrar en su campus para proponer opciones viables para lograrlo. OBJETIVOS 1. Evaluar el grado de satisfacción de de los estudiantes con las cafeterías con que que cuenta la Universidad 1.1. Comprobar el nivel de reconocimiento y preferencia que tienen los estudiantes respecto a las cafeterías y su frecuencia de visita 1.2. Encontrar la función f unción del espacio de las cafeterías, y la conveniencia de su infraestructura respecto a las diferentes variables del entorno como el clima, espacio para llegar a ella y distancia desde el edificio 1.3. Determinar cual es el portafolio de productos y el nivel de salubridad
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1.5. Apreciar la aceptación por parte de todos los estudiantes del campus de una posible participación del programa de Tecnología de Alimentos en el acompañamiento de las cafeterías.
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2. PLANEACION DEL DISEÑO DE INVESTIGACION Se llevara a cabo una investigación exploratoria que permita conocer las inconformidades y conformidades por parte de los estudiantes respecto a la cafetería, lo que permitirá establecer un juicio respecto al tipo de alimentos que se están brindando, si estos cumplen con normas básicas de higiene, si los precios son apropiados para la comunidad educativa, si el espacio le brinda a los consumidores la comodidad comodidad necesaria, también es posible conocer que piensan los estudiantes de los prestadores del servicio, saber si la oferta de productos es suficiente para satisfacer la demanda de los mismos, todo esto con el fin de permitirle a la institución conocer que ocurre actualmente en los espacios de cafetería que nivel de conformidad existe por parte de los estudiantes. Para llegar a ello elaboramos dos tipos de encuestas personales autoadministradas, la primera con nueve preguntas especificas y la segunda con 4 preguntas, que permiten conocer los actuales niveles de conformidad, estas se llevaran a cabo con estudiantes de todas las jornadas y de todos los programas académicos, cualquier día de la semana entre los meses de abril y mayo del presente año, cada encuesta tomara de 5 a 10 minutos, el costo de cada hoja es de $50, se hicieron un total de 61 encuestas, con un valor de fotocopias de $3.950. Realizar las encuestas tomo en tiempo 395 minutos, lo que nos da 6 horas y 35 minutos, en total fuimos cuatro encuestadores y cada uno invirtió 1 hora y 38 minutos; el valor de realizar realizar las encuestas para cada encuestador es de $2.960, en total el costo de los cuatro encuestadores es de $11.840. La organización de los datos, desde la definición del problema hasta el diseño de la encuesta tomo un día laboral por cada uno de los integrantes, la tabulación de los datos que arrojaron las encuestas tomo medio día laboral por cada uno de los integrantes, y el análisis de los datos tomo dos días laborales por cada uno de los integrantes Esta investigación le permitirá tanto a la universidad como a las cafeterías conocer las carencias y poder solucionarlas de forma eficiente para ofrecer un servicio apropiado para todos y cada uno de los estudiantes.
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May-24
Revisión del informe
May-26
Entrega del informe
DISEÑO DE LA ENCUESTA Encuesta 1
1. Hace uso de las cafeterías de la universidad, cual reconoce usted más. a. Si b. No. c. Cuál ________________________________________________________________ 2. Que tan constantes son sus visitas a las cafeterías de la universidad. a. Toda la semana b. Tres días en la semana. c. Una vez en la semana. d. cada dos semanas. 3. Considera usted que el espacio espacio de la cafetería es propicio para: para: a. Comer b. Descansar c. Estudiar d. Otro ¿Cual?__________________________________________________ 4. Considera usted que los alimentos ofrecidos en las cafeterías cumplen con las condiciones básicas de higiene. a. No b. Si c. Por qué ____________________________________________________________ 5. Qué tipo de alimentación preferiría encontrar: a. Desayunos
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a. b. c. d.
Si llueve nos mojamos. Hace demasiado calor. Ventea Es apropiado.
8. Considera que los estudiantes de alimentos deben asumir un rol frente a los alimentos ofrecidos por las cafeterías. a. Si b. No. c. Por qué ________________________________________________________________ 9. Frente a la ubicación y al desplazamiento de las cafeterías, que opinión le amerita. ___________________________________________________________________
Encuesta 2 1. Si la cafetería ofreciera almuerzos ¿Cuál sería el precio que estaría estaría dispuesto a pagar? A. Entre 2500 2500 y 3000 B. Entre 3000 3000 y 3500 C. Entre 3500 3500 y 4000 D. Entre 4000 4000 y 4500
2. Si la cafetería ofreciera of reciera desayunos ¿Cuál sería el precio que estaría dispuesto a pagar? E. Entre 1500 1500 y 2000 F. Entre 2000 y 2500 G. Entre 2500 y 3000 H. Entre 3000 3000 y 3500
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¿Por qué? 5. ¿Qué tipo de alimentos le gustaría que se ofrecieran en las cafeterías? ___________________________________________________________________
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3. ESPECIFICACION DE LOS PROCESOS DE MUESTREO MUESTREO La Universidad del Valle sede Palmira cuenta con 2.340 estudiantes entre la jornada diurna y nocturna, de los programas de Ingeniería Industrial, Psicología, Contaduría Publica, Administración de Empresas, Tecnología de Alimentos, Electrónica, de Sistemas de Información y Licenciatura en Educación Física. Del total de estudiantes tomaremos como muestra aquellos que consuman en las cafeterías de la Universidad. Se llevara llevara a cabo una investigación causal, tomando información primaria y datos cuantitativos descriptivos y cualitativos. El método de muestreo seleccionado será será una encuesta encuesta personal auto-administrada que tomara un tiempo aproximado de 5 minutos resolverla; estas se realizaran principalmente en el espacio de las cafeterías ya que este es propicio para que los estudiantes contesten con facilidad, se busca que por medio de las preguntas diseñadas diseñadas se encuentre encuentre información que permita conocer conocer el nivel de satisfacción de los estudiantes respecto a las cafeterías que actualmente funcionan en la universidad. TAMAÑO DE LA MUESTRA La probabilidad del éxito es de 0.82, y la de fracaso es de 0.18. El nivel de confianza es del 95%, la población total N es 2.340 y el margen de error es de 0.05. por tanto reemplazamos en la formula y lo que obtenemos es lo siguiente: 0.95 * 2340 * 0.82 * 0.18
n=
0.05 * (2340 – 1) * 0.95 * 0.82 * 018
n= 344 Aunque la formula para el calculo del tamaño de la muestra arroja como resultado 344 encuestas, por sugerencia del docente Álvaro Garcés y debido
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4. RECOLECCION DE DATOS Estos datos se recopilaran por medio de encuestas auto-administradas establecidas por los estudiantes a cargo de dicha investigación, estas se realizaran a estudiantes estudiantes como principales consumidores consumidores de las cafeterías de la universidad de Valle sede Palmira, encuestas con un máximo de 13 preguntas que orientaran a conocer el nivel de conformidad, se llevaran a cabo preferiblemente en las cafeterías, o en los diferentes espacios de la universidad donde se encuentren los estudiantes, espacios que faciliten la concentración y la colaboración con las respuestas sin inconveniente. En este caso no se contrato personal externo, sino que los encargados de la investigación realizaron personalmente la recolección de los datos, es decir fueron a las cafeterías y abordaron a los estudiantes que se encontraban en ellas para realizar las encuestas. El adiestramiento de los participantes se presento desde el momento de definir la oportunidad de mercadotecnia, los estudiantes encargados de la investigación diseñaron las encuestas por ende se encontraban en capacidad de realizarlas y explicarlas en caso que se generen dudas sobre alguna pregunta pregunta por parte del entrevistado entrevistado Como la recolección de los datos no requería ser realizada en un día especifico, pues durante la semana siempre hay consumidores en las cafeterías, se tomo al azar uno de los días de la semana para realizarlas, en este caso fue el miércoles 18 y jueves 19 de Mayo del año en curso entre las 5 y las 7 pm, momento que consideramos propicio por ser el termino de la tarde y los estudiantes del diurno están terminando su jornada y los del
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5. ANALISIS DE LOS DATOS Encuesta sobre la cafetería. cafetería. Codificación final. ID: Identificador único de encuestado. F= Filtro. Hace uso de las cafeterías: 1. Si. 2. No. 8. No aplicable. 9. No respuesta. C=Constancia de visitas: 1. Toda la semana 2. Tres días en la semana. 3. Una vez en la semana. 4. cada dos semanas
8. No aplicable. 9. No respuesta.
A1= Condiciones de higiene. 1. No 2. Si
8. No aplicable.
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2. Hace demasiado calor. 3. Ventea 4. Es apropiado
8. No aplicable. 9. No respuesta.
O1= Estudiantes de alimentos deben asumir un rol frente a los alimentos ofrecidos. 1. Si 2. No
8. No aplicable. 9. No respuesta. 02= Ubicación y desplazamiento.
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RESULTADOS Encuesta 1 1. Hace uso de las cafeterías cafeterías de la Universidad, Universidad, cuál reconoce reconoce usted mas? a. Sí b. No c. Cual?
F F
A
B
Respuestas
61
0
Porcentaje
100%
0%
120% 100% 80% 60% 40% 20% 0%
Cual? C1. Don Elí
A B
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primera”, el 26% usan la cafetería de “La Mona” y el 10% hacen uso de las
cafeterías indistintamente. Muchas personas mencionaron acudir a la primera cafetería o a la que primero se encuentran en dirección del edificio hacia las cafeterías, esto muestra que esa preferencia tiene como principal identificador la distancia que deben recorrer, y mas adelante también veremos otras posibles causas de la elección por la cafetería de “Don Elí”.
2. Que tan constantes constantes son son sus visitas a las cafeterías cafeterías de la Universidad? Universidad? a. Toda la semana b. Tres días en la semana c. Una vez en la semana d. Cada dos semanas
C 70%
C Respuestas
A 40
B 11
C 6
D 4
60% 50% A 40%
Porcentaje
65,5%
18%
10%
6,5%
B
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3. Considera Usted que los alimentos ofrecidos en las cafeterías cafeterías cumplen con las condiciones básicas de higiene? a. No b. Sí c. Por qué
A1 A1
A
B
Respuestas
14
47
Porcentaje
23%
77%
90% 80% 70% 60% 50% 40% 30% 20%
A B
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No, porque
A1 40%
Ref. A
Grupos Desconocimiento
Cant 2
35% 30% A 25%
B
B
Impacto visual negativo
3
C
Poca credibilidad
2
15%
D
D
No cumplimiento de normatividad
5
10%
E
Mal sabor
2
E
20%
5% 0%
C
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El producto que más reclaman o desearían encontrar los estudiantes en las cafeterías son los que producen las panaderías con el 43%, seguido por almuerzos con el 16%, desayunos con el 8% y las otras opciones, entre las que encontramos frutas, repostería y mayor variedad de comidas rápidas con el 13%. En esta pregunta existe un elevado nivel de preguntas anuladas por multimarcas que corresponde al 20%, siendo la mayor mayor causa marcar al mismo tiempo que faltan desayunos y almuerzos. Esto nos llevo a diseñar tres preguntas para ahondar en la situación, dos referentes a los precios que los estudiantes están dispuestos a pagar por desayuno y por almuerzo, almuerzo, y una pregunta abierta que nos permitió conocer conocer además de estas opciones cuales son las mas deseadas. d. Otro
A2
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5. Considera que la Universidad debe subsidiar los almuerzos de de las cafeterías para que los estudiantes paguen un precio inferior? a. Sí b. No c. Por qué
P1 P1
A
B
Respuestas
57
4
Porcentaje
93%
7%
100% 90% 80% 70% 60% 50%
A
40%
B
30%
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No, Porque
No, porque 60% 50%
Ref
40%
Grupos
Cant
A
Semestre económico
2
30%
B
No sabe, no responde
2
20%
A B
10% 0%
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de la jornada estudiantil. Pero el 28% de los entrevistados manifestó su inconformidad en que al llover terminan mojados. Lastimosamente en esta pregunta también tuvimos muchas multimarcas, debido a que el 25% opina tanto que hace mucho calor como que cuando llueve se mojan. 7. Considera que los estudiantes estudiantes de alimentos alimentos deben asumir un rol frente frente a los alimentos ali mentos ofrecidos por las cafeterías? a. Sí b. No
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No, porque
No, porque Ref
Grupos
Cant
A
Asuntos diferentes
6
B
Es competencia de la Universidad
2
50% 45% 40% 35% 30%
A
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La distancia que las personas deben recorrer es determinante en la elección de una cafetería u otra pero el sendero que conduce del edificio hasta las cafeterías manifiestan los estudiantes es muy largo, incomodo para caminarlo, aunque también un 34% les hace la contraparte y se encuentran a gusto con el sendero, conscientes que la universidad tal vez no cuenta con recursos para mejorar lo que hasta ahora se ha conseguido. Encuesta 2
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6. Si la cafetería cafetería ofreciera desayunos desayunos ¿Cuál ¿Cuál sería el precio precio que estaría estaría dispuesto a pagar? M. Entre 1500 y 2000 N. Entre 2000 2000 y 2500 O. Entre 2500 y 3000 P. Entre 3000 3000 y 3500
P01
A
B
C
D
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8. En cuanto al espacio de las cafeterías (mesas (mesas y sillas) ¿cree usted usted que esta aprovechando de forma adecuada (para comer)? C. SI D. NO ¿Por qué?
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Si ¿Por qué?
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6. PREPARACION Y PRESENTACION PRESENTACION DEL INFORME INFORME
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para consumir alimentos, pudimos inferir que este comportamiento es mas común
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de los estudiantes están dispuestos a pagar por un almuerzo entre $2.500 y $3.000,
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CONCLUSIONES
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