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Atención al cliente de la ferretería jehová Jired
| dc.contributor.advisor | Onofre Zapata, Viviana Del Rocio | |
| dc.contributor.author | San Andrés Zúñiga, Iván Josué | |
| dc.date.accessioned | 2023-11-13T13:31:11Z | |
| dc.date.available | 2023-11-13T13:31:11Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/15244 | |
| dc.description | This case study deals with customer service at the Jehova Jired hardware store in La Unión parish. It was carried out with the purpose of knowing and identifying whether the service that the company used was adequate and to know the level of consumer satisfaction. . The existing problems were described based on the quality of the products and the service offered and as an objective the service process was analyzed, evaluating the sales techniques used by the company to maintain customer loyalty and how this affected hardware store sales, the method used was the user experience that allowed us to know the perspectives that consumers had of the company. The techniques and instruments that were applied to collect information were: the SWOT matrix that was applied to identify the internal and external factors of the company and a survey carried out on the hardware store's customers to know their needs and preferences. Obtaining results that allowed us to conclude that the service they provided was deficient, which is why effective sales strategies were proposed, which would provide detailed information on what should be modified in the company, how they should improve their service and the quality of the products. All this will allow you to increase your sales, differentiate yourself from the competition, achieve greater recognition in the market by achieving your purpose of satisfy and retain customers. | es_ES |
| dc.description | This case study deals with customer service at the Jehova Jired hardware store in La Unión parish. It was carried out with the purpose of knowing and identifying whether the service that the company used was adequate and to know the level of consumer satisfaction. . The existing problems were described based on the quality of the products and the service offered and as an objective the service process was analyzed, evaluating the sales techniques used by the company to maintain customer loyalty and how this affected hardware store sales, the method used was the user experience that allowed us to know the perspectives that consumers had of the company. The techniques and instruments that were applied to collect information were: the SWOT matrix that was applied to identify the internal and external factors of the company and a survey carried out on the hardware store's customers to know their needs and preferences. Obtaining results that allowed us to conclude that the service they provided was deficient, which is why effective sales strategies were proposed, which would provide detailed information on what should be modified in the company, how they should improve their service and the quality of the products. All this will allow you to increase your sales, differentiate yourself from the competition, achieve greater recognition in the market by achieving your purpose of satisfy and retain customers. | es_ES |
| dc.description.abstract | Este estudio de caso se trata de la atención al cliente en la ferretería Jehova Jired de la parroquia La Unión, se realizó con la finalidad de conocer e identificar si la atención que empleaba la empresa era la adecuada y conocer el nivel de satisfacción de los consumidores. Se describieron las problemáticas existentes en base a la calidad de los productos y el servicio que se les ofertaba y como objetivo se analizó el proceso de atención, evaluando las técnicas de ventas que utilizaba la empresa, para mantener la fidelización sus clientes y cómo esto afectaba las ventas de la ferretería, el método utilizado fue la experiencia al usuario que permitió conocer las perspectivas que tenían los consumidores de la empresa. Las técnicas e instrumentos que se aplicaron para recopilar información fueron: la matriz FODA que se aplicó para identificar los factores internos y externos de la empresa y una encuesta realizada a los clientes de la ferretería para conocer sus necesidades y preferencias. Obteniendo resultados que permitieron concluir que la atención que brindaban era deficiente por lo cual se propuso estrategias de ventas efectivas, que otorgaran información detallada sobre lo que se debía modificar en la empresa, como debían mejorar su servicio de atención y la calidad de los productos. Todo esto permitirá aumentar sus ventas, diferenciarse de la competencia, lograr un mayor reconocimiento en el mercado al conseguir su propósito de satisfacer y fidelizar a los clientes. | es_ES |
| dc.format.extent | 43 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 | Calidad | es_ES |
| dc.subject | Experiencia | es_ES |
| dc.subject | Ventas | es_ES |
| dc.subject | Clientes Y Fidelización | es_ES |
| dc.title | Atención al cliente de la ferretería jehová Jired | es_ES |
| dc.type | bachelorThesis | es_ES |
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