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Calidad del servicio de la Microempresa Santistevan de la ciudad de Babahoyo
| dc.contributor.advisor | Remache Silva, Johana | |
| dc.contributor.author | Morán Yépez, Manuel Sebastián | |
| dc.date.accessioned | 2021-11-19T15:17:13Z | |
| dc.date.available | 2021-11-19T15:17:13Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/10596 | |
| dc.description | Customer service has become one of the effective strategies to attract and retain customers, therefore, this study proposes to analyze the factors that affect the quality of the service of the Santistevan technical service microenterprise through the application of descriptive method, analytical and bibliographic in addition to the research line "Financial, administrative, tax, audit and control management" and with the sub-line "Public and private companies". That has allowed the identification of problems such as: the owner-administrator is unaware of the importance of the quality of the service, insufficient processes that affect the fulfillment of the customer service stages (dismissal- assessment of customer satisfaction), the staff lacks of knowledge in the customer service area, lack of tools and adequate infrastructure (space), deficient protocols, policies and processes, long waiting time, lack of social profile (networks) to generate immediate responses to customers regarding The products and services it offers do not measure the degree of customer satisfaction, the absence of a complaint and suggestion box, high customer turnover and the lack of a strategic customer service plan. Everything raised during the development and generates the description, analysis and contrast of the facts obtained from various authors of texts that refer to the quality of customer service and has an impact on the corporate image of the microenterprise. | es_ES |
| dc.description | Customer service has become one of the effective strategies to attract and retain customers, therefore, this study proposes to analyze the factors that affect the quality of the service of the Santistevan technical service microenterprise through the application of descriptive method, analytical and bibliographic in addition to the research line "Financial, administrative, tax, audit and control management" and with the sub-line "Public and private companies". That has allowed the identification of problems such as: the owner-administrator is unaware of the importance of the quality of the service, insufficient processes that affect the fulfillment of the customer service stages (dismissal- assessment of customer satisfaction), the staff lacks of knowledge in the customer service area, lack of tools and adequate infrastructure (space), deficient protocols, policies and processes, long waiting time, lack of social profile (networks) to generate immediate responses to customers regarding The products and services it offers do not measure the degree of customer satisfaction, the absence of a complaint and suggestion box, high customer turnover and the lack of a strategic customer service plan. Everything raised during the development and generates the description, analysis and contrast of the facts obtained from various authors of texts that refer to the quality of customer service and has an impact on the corporate image of the microenterprise. | es_ES |
| dc.description.abstract | La atención al cliente se ha convertido en una de las estrategias efectivas para captar y retener a los clientes, por tanto, este estudio plantea analizar los factores que inciden en la calidad del servicio de la microempresa servicio técnico Santistevan mediante la aplicación de los métodos descriptivo, analítico y bibliográfico además de la línea de investigación “Gestión Financiera, administrativa, tributaria, auditoría y control” y con la sublínea “Empresas públicas y privadas”. Que ha permitido la identificación de problemas como: el propietario- administrador desconoce la importancia de la calidad del servicio, insuficientes procesos que inciden en el cumplimiento de las etapas de atención al cliente (despedida- valoración de la satisfacción del cliente), el personal carece de conocimiento en el área de atención al cliente, falta de herramientas e infraestructura adecuada (espacio), deficientes protocolos, políticas y procesos, tiempo de espera prolongado, carece de perfil social (redes) para generar respuestas inmediatas a los clientes con respecto a los productos y servicios que oferta, no mide el grado de satisfacción de los clientes, ausencia de un buzón de quejas y sugerencia, alta rotación de clientes e inexistencia de un plan estratégico de atención al cliente. Todo lo planteado durante el desarrollo y genera la descripción, análisis y contraste de los hechos obtenidos a partir de diversos autores de textos que referencian a la calidad del servicio al cliente y tiene repercusión en la imagen corporativa de la microempresa. | es_ES |
| dc.format.extent | 32 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Calidad de atención | es_ES |
| dc.subject | Servicio post-venta | es_ES |
| dc.subject | Satisfacción de cliente | es_ES |
| dc.subject | Plan estratégico | es_ES |
| dc.title | Calidad del servicio de la Microempresa Santistevan de la ciudad de Babahoyo | es_ES |
| dc.type | bachelorThesis | es_ES |
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