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Calidad del servicio al cliente en la Empresa Cicles Sport
| dc.contributor.advisor | Colcha Seilem, Alberto Eduardo | |
| dc.contributor.author | Pazmiño Caisa, Miguel Ángel | |
| dc.date.accessioned | 2022-09-30T04:19:37Z | |
| dc.date.available | 2022-09-30T04:19:37Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/12601 | |
| dc.description | In the following investigation, the case study was carried out: the quality of customer service in the Cicles Sport company of the La Maná canton; a good quality of customer service is important for the activities of the company to be carried out effectively, for this reason it began by analyzing the critical points of the quality of customer service that is implemented in cycles sport, starting by knowing the theories or more relevant concepts of how to generate an optimal quality of customer service through websites, articles, books, later an interview was conducted with the owner of Cicles Sport to identify the critical points of the quality of customer service through open questions and keys to understand the operation of said process, finally a survey was applied to the clients of sport cycles because they are the main actors regarding the subject of this investigation, the result of this investigation showed that the company has good quality in the products, imports recognized brands and has a large stock, a variety of spare parts, accessories, but it was evident that According to the surveys carried out on the clients, shortcomings in the attention provided by the collaborators since they stated that often the attention is slow due to the fact that the employees are not trained to provide an adequate quality of service to the client, they also pointed out that it is considered the implementation of a claims mailbox to take into account the needs of customers. | es_ES |
| dc.description | In the following investigation, the case study was carried out: the quality of customer service in the Cicles Sport company of the La Maná canton; a good quality of customer service is important for the activities of the company to be carried out effectively, for this reason it began by analyzing the critical points of the quality of customer service that is implemented in cycles sport, starting by knowing the theories or more relevant concepts of how to generate an optimal quality of customer service through websites, articles, books, later an interview was conducted with the owner of Cicles Sport to identify the critical points of the quality of customer service through open questions and keys to understand the operation of said process, finally a survey was applied to the clients of sport cycles because they are the main actors regarding the subject of this investigation, the result of this investigation showed that the company has good quality in the products, imports recognized brands and has a large stock, a variety of spare parts, accessories, but it was evident that According to the surveys carried out on the clients, shortcomings in the attention provided by the collaborators since they stated that often the attention is slow due to the fact that the employees are not trained to provide an adequate quality of service to the client, they also pointed out that it is considered the implementation of a claims mailbox to take into account the needs of customers. | es_ES |
| dc.description.abstract | En la siguiente investigación se realizó el estudio de caso: la calidad del servicio al cliente en la empresa Cicles Sport del cantón La Maná; una buena calidad del servicio al cliente es importante para que las actividades de la empresa se cumplan con efectividad, por tal motivo se inició por analizar los puntos críticos de la calidad del servicio al cliente que se implementa en cicles sport, iniciando por conocer las teorías o conceptos más relevantes de cómo generar una óptima calidad de servicio al cliente mediante sitios web, artículos, libros, posteriormente se realizó una entrevista al propietario de cicles sport para identificar los puntos críticos dela calidad del servicio al cliente mediante preguntas abiertas y claves para entender el funcionamiento de dicho proceso, finalmente se aplicó una encuesta a los clientes de cicles sport debido a que ellos son actores principales respecto al tema de esta investigación, el resultado de esta investigación arrojó que la empresa tiene buena calidad en los productos, importa marcas reconocidas y cuenta con un amplio stock, variedad de repuestos, accesorios pero se evidenció mediante las encuestas realizadas a los clientes, falencias en la atención que brindan los colaboradores puesto que manifestaron que muchas veces la atención es lenta debido a que los empleados no se capacitan para brindar una calidad de servicio al cliente adecuada, así también señalaron que se considere la implementación de un buzón de reclamos para tomar en cuenta las necesidades de los clientes. | es_ES |
| dc.format.extent | 33 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 | Servicio | es_ES |
| dc.subject | Clientes | es_ES |
| dc.subject | Buzón de reclamos | es_ES |
| dc.subject | Capacitación | es_ES |
| dc.title | Calidad del servicio al cliente en la Empresa Cicles Sport | es_ES |
| dc.type | bachelorThesis | es_ES |
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