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Calidad del servicio del almacén “La Casa De Los Tapices” De La Ciudad De Babahoyo.
| dc.contributor.advisor | Ledesma Álvarez, Gerson Damacio | |
| dc.contributor.author | Macias Manzano, Zullimen Elena | |
| dc.date.accessioned | 2022-04-18T20:11:34Z | |
| dc.date.available | 2022-04-18T20:11:34Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/11200 | |
| dc.description | User quality is a relevant component that the commercial management of any business organization must take care of, because it directly influences the perception of the consumer market and the level of sales. Therefore, it is a key factor for organizational success in companies, regardless of the economic activity in which they are engaged. The objective of this case study is to determine the user's perception of the customer service process provided by the human talent of the store "La Casa de los Tapices". The methodology used is constituted by a mixed approach, quali-quantitative, in addition, descriptive and field research types were used; while the method employed was the inductive one, where the main research findings were segregated for the elaboration of general conclusions. The techniques used are; a survey directed to the customers of the store to determine the perception they have about the attention received and an interview to the manager-owner of the establishment to identify the organizational weaknesses that condition the quality of the user. The results of the investigation reveal that the human talent does not develop adequate human relations that strengthen the commercial processes with the clients, in the same way it was identified that the organizational management has not implemented internal analysis and business strategies to strengthen ties with the clients. | es_ES |
| dc.description | User quality is a relevant component that the commercial management of any business organization must take care of, because it directly influences the perception of the consumer market and the level of sales. Therefore, it is a key factor for organizational success in companies, regardless of the economic activity in which they are engaged. The objective of this case study is to determine the user's perception of the customer service process provided by the human talent of the store "La Casa de los Tapices". The methodology used is constituted by a mixed approach, quali-quantitative, in addition, descriptive and field research types were used; while the method employed was the inductive one, where the main research findings were segregated for the elaboration of general conclusions. The techniques used are; a survey directed to the customers of the store to determine the perception they have about the attention received and an interview to the manager-owner of the establishment to identify the organizational weaknesses that condition the quality of the user. The results of the investigation reveal that the human talent does not develop adequate human relations that strengthen the commercial processes with the clients, in the same way it was identified that the organizational management has not implemented internal analysis and business strategies to strengthen ties with the clients. | es_ES |
| dc.description.abstract | La calidad del usuario es un componente relevante que debe cuidar la gestión comercial de cualquier organización empresarial, porque influye de manera directa en la percepción del mercado consumidor y en el nivel de venta. Por lo tanto, es un factor clave del éxito organizacional en las empresas, independientemente de la actividad económica a la que se dediquen. El objetivo del presente caso de estudio es determinar la percepción del usuario sobre el proceso de atención al cliente proporcionado por el talento humano del Almacén “La Casa de los Tapices”. La metodología utilizada está constituida por un enfoque mixto, cuali-cuantitativo, además se emplearon los tipos de investigación descriptiva y de campo; mientras que el método empleado fue el inductivo, donde se segregaron los principales hallazgos investigativos para la elaboración de conclusiones generales. Las técnicas utilizadas son; una encuesta dirigida a los clientes del almacén para determinar la percepción que poseen sobre la atención recibida y una entrevista al gerente-propietario del establecimiento para identificar las debilidades organizacionales que condiciona la calidad del usuario. Los resultados de la investigación revelan que el talento humano no desarrolla adecuadas relaciones humanas que fortalezcan los procesos comerciales con los clientes, de igual manera se identificó que la gestión organizacional no ha implementado análisis internos y estrategias empresariales para fortalecer vínculos con los clientes. | es_ES |
| dc.format.extent | 41 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 | Calidad | es_ES |
| dc.subject | Atención al usuario | es_ES |
| dc.subject | Estrategias | es_ES |
| dc.subject | Mercado Consumidor | es_ES |
| dc.title | Calidad del servicio del almacén “La Casa De Los Tapices” De La Ciudad De Babahoyo. | es_ES |
| dc.type | bachelorThesis | es_ES |
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