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Satisfacción de los clientes en automóvil club del Ecuador Aneta. Agencia-Babahoyo.
| dc.contributor.advisor | Guillín Nuñez, Milton Eduardo | |
| dc.contributor.author | Gómez Jácome, Xiomara Jelexny | |
| dc.date.accessioned | 2022-04-18T16:06:43Z | |
| dc.date.available | 2022-04-18T16:06:43Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/11190 | |
| dc.description | Automóvil Club del Ecuador Aneta, is a company created as a learning school, whose intention is to train new drivers based on technical, mechanical and legal training that allows a good performance of the driver on the roads of the country. The objective of this case study is to analyze customer satisfaction in this company. The methodology used for the development of the research is descriptive, which in turn is qualitative and quantitative, where an interview was conducted with the manager of the agency in the city of Babahoyo, and a survey was conducted with the employees of the company with questions related to the subject of the case. The results of the investigation allowed determining that the satisfaction of the clients of Aneta Automóvil Club del Ecuador, Babahoyo Agency, is insufficient, that is to say, the users of the services offered by this company do not feel satisfied in reality, of those surveyed practically only 28% feel satisfied with the service, therefore, this company must improve. The case study allowed concluding that one of the problems that arises is the lack of personnel that generates discomfort and concerns to users because they are made to wait too long due to lack of personnel to attend them. | es_ES |
| dc.description | Automóvil Club del Ecuador Aneta, is a company created as a learning school, whose intention is to train new drivers based on technical, mechanical and legal training that allows a good performance of the driver on the roads of the country. The objective of this case study is to analyze customer satisfaction in this company. The methodology used for the development of the research is descriptive, which in turn is qualitative and quantitative, where an interview was conducted with the manager of the agency in the city of Babahoyo, and a survey was conducted with the employees of the company with questions related to the subject of the case. The results of the investigation allowed determining that the satisfaction of the clients of Aneta Automóvil Club del Ecuador, Babahoyo Agency, is insufficient, that is to say, the users of the services offered by this company do not feel satisfied in reality, of those surveyed practically only 28% feel satisfied with the service, therefore, this company must improve. The case study allowed concluding that one of the problems that arises is the lack of personnel that generates discomfort and concerns to users because they are made to wait too long due to lack of personnel to attend them. | es_ES |
| dc.description.abstract | Automóvil Club del Ecuador Aneta, es una empresa creada como escuela de aprendizaje, cuya intención es formar nuevos conductores en base a capacitaciones técnicas, mecánica y legal que permita un buen desempeño del conductor en las carreteras del país. El presente estudio de caso tiene como objetivo analizar la satisfacción de los clientes en dicha empresa. La metodología empleada para el desarrollo de la investigación es el descriptivo que a su vez es de carácter cualitativo y cuantitativo en donde se ejecutó una entrevista dirigida al gerente de la Agencia de la ciudad de Babahoyo, y una encuesta a dirigida a los empleados de dicha empresa con preguntas relacionada a la temática del caso. Los resultados de la investigación permitieron determinar que la satisfacción de los clientes de Aneta Automóvil Club del Ecuador, Agencia Babahoyo, es insuficientes, es decir los usuarios de los servicios que ofrece esta empresa no se sienten satisfechos en realidad, de los encuestados prácticamente solo el 28% se siente satisfecho con el servicio, por lo tanto, esta empresa debe mejorar. El estudio de caso permitió concluir que uno de los problemas que surge es la falta de personal eso genera malestar e inquietudes a los usuarios por el motivo que se les hace esperar demasiado por falta de personal que los atiendan. | es_ES |
| dc.format.extent | 32 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2022 | 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 | Atención | es_ES |
| dc.subject | Clientes | es_ES |
| dc.subject | Dirección | es_ES |
| dc.subject | Planificación | es_ES |
| dc.subject | Actividades | es_ES |
| dc.title | Satisfacción de los clientes en automóvil club del Ecuador Aneta. Agencia-Babahoyo. | es_ES |
| dc.type | bachelorThesis | es_ES |
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