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Communication as a dynamic agent for business quality factors

Abstract:

The objective of this article was to analyze communication as an active force and its relationship with quality factors from four perspectives such as: leadership, satisfaction of internal clients’ needs, incentives and sanctions, institutional horizon and continuous improvement. The sample consisted of 24 SMEs from the manufacturing sector. The descriptive and inferential statistics were used, as well as the H contrast of Kruskal Vallis. The main results showed that the descending communication is the one that predominates in the population under study; In addition, there is a difference between companies that use different communication channels and quality factors related to the satisfaction of needs and incentives and penalties.