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Atención al cliente en la Ferretería Ferreconst de la parroquia san juan del Cantón San Francisco de Puebloviejo en el periodo 2022
dc.contributor.advisor | Fonseca Vásconez, José Fabián | |
dc.contributor.author | Avilés Zooller, Brillith Katiuska | |
dc.date.accessioned | 2023-05-11T04:32:42Z | |
dc.date.available | 2023-05-11T04:32:42Z | |
dc.date.issued | 2023 | |
dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/13690 | |
dc.description | The "Ferreconst" hardware store is an organization dedicated to the commercialization of construction materials and other hardware items, it is located in the San Juan Parish of the Cantón San Francisco de Puebloviejo, as any entity has the purpose of maximizing its profits through the increase of sales, but at the same time its objective is focused on providing a quality service to the client to satisfy their needs through the products offered, therefore, to generate an environment of satisfaction between the seller and the buyer, the objective is to diagnose customer service at the Ferreconst hardware store in the San Juan parish of the San Francisco de Puebloviejo canton in the period 2022, which is achieved through the analytical and field method; methodology that allowed to analyze and know the current situation of the company in relation to customer service, but the correlation of variables contributed to conclude that there are difficulties around the attention provided to the user, being able to conclude that policies and processes related to the customer satisfaction, for which the generation of a work plan for the training of employees in the customer service area is recommended, whose positive evolution allows improving sales levels. | es_ES |
dc.description | The "Ferreconst" hardware store is an organization dedicated to the commercialization of construction materials and other hardware items, it is located in the San Juan Parish of the Cantón San Francisco de Puebloviejo, as any entity has the purpose of maximizing its profits through the increase of sales, but at the same time its objective is focused on providing a quality service to the client to satisfy their needs through the products offered, therefore, to generate an environment of satisfaction between the seller and the buyer, the objective is to diagnose customer service at the Ferreconst hardware store in the San Juan parish of the San Francisco de Puebloviejo canton in the period 2022, which is achieved through the analytical and field method; methodology that allowed to analyze and know the current situation of the company in relation to customer service, but the correlation of variables contributed to conclude that there are difficulties around the attention provided to the user, being able to conclude that policies and processes related to the customer satisfaction, for which the generation of a work plan for the training of employees in the customer service area is recommended, whose positive evolution allows improving sales levels. | es_ES |
dc.description.abstract | La ferretería “Ferreconst” es una organización dedicada a la comercialización de materiales de construcción y demás artículos ferreteros, está ubicada en la Parroquia San Juan del Cantón San Francisco de Puebloviejo, como toda entidad tiene la finalidad de maximizar sus utilidades por medio del aumento de las ventas, pero al mismo tiempo su objetivo se centra en brindar un servicio de calidad al cliente para satisfacer sus necesidades a través de los productos ofertados, por ende, para generar un ambiente de satisfacción entre el vendedor como al comprador se plantea como objetivo diagnosticar la atención al cliente en la ferretería Ferreconst de la parroquia San Juan del cantón San Francisco de Puebloviejo en el periodo 2022, cuya consecución se da por medio del método analítico y de campo; metodología que permitió analizar y conocer la situación actual de la compañía en relación al servicio al cliente, pero la correlación de variables contribuyo a concluir que existen dificultades entorno a la atención brindada al usuario, pudiendo concluir que no se diseña políticas y procesos vinculados a la satisfacción del cliente, por lo cual se recomienda la generación de un plan de trabajo para la capacitación de los colaboradores en el área de atención al cliente, cuya evolución positiva permita mejorar los niveles de venta. | es_ES |
dc.format.extent | 36 p. | es_ES |
dc.language.iso | es | es_ES |
dc.publisher | Babahoyo: UTB-FAFI. 2023 | 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 al cliente | es_ES |
dc.subject | Empresa | es_ES |
dc.subject | Comercialización | es_ES |
dc.subject | Fidelización | es_ES |
dc.title | Atención al cliente en la Ferretería Ferreconst de la parroquia san juan del Cantón San Francisco de Puebloviejo en el periodo 2022 | es_ES |
dc.type | bachelorThesis | es_ES |