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Calidad del servicio en la empresa altec de la ciudad de Babahoyo en el periodo 2023.
| dc.contributor.advisor | Aguirre Sanabria, Mercy Edith | |
| dc.contributor.author | Amaiquema Diaz, José Joel | |
| dc.date.accessioned | 2024-03-22T23:07:41Z | |
| dc.date.available | 2024-03-22T23:07:41Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/15800 | |
| dc.description | Service quality is one of the aspects that are considered added value for the marketing of goods because it depends on meeting customer expectations and achieving a level of satisfaction that serves as strategies to attract and retain customers. Therefore, this study has the objective of analyzing the quality of service in the Altec company in the city of Babahoyo in the period 2023. In addition, the methodology used is a mixed research approach, the methods applied include the descriptive . , analytical and bibliographic, the techniques that helped collect information are an interview carried out using the interview guide and a survey through the respective questionnaire to a random sample of 25 frequent clients of the company and resulted in customer service being carried out in a traditional at the point of sale, although it has channels where technology is applied such as: telephone calls, chats or emails but not a website, it was possible to know through the survey, the criteria they consider to return frequent purchases, include the quality of the service and the product, therefore, the first presents characteristics such as personalized treatment, an adequate way of expressing itself on the part of the staff, they generate immediate solutions and have experienced staff. Based on the results in the company Altec S.A. It is necessary to integrate instruments such as surveys to take into consideration the clients' point of view that allows implementation, analysis of the actions carried out and formulation of strategies. | es_ES |
| dc.description | Service quality is one of the aspects that are considered added value for the marketing of goods because it depends on meeting customer expectations and achieving a level of satisfaction that serves as strategies to attract and retain customers. Therefore, this study has the objective of analyzing the quality of service in the Altec company in the city of Babahoyo in the period 2023. In addition, the methodology used is a mixed research approach, the methods applied include the descriptive . , analytical and bibliographic, the techniques that helped collect information are an interview carried out using the interview guide and a survey through the respective questionnaire to a random sample of 25 frequent clients of the company and resulted in customer service being carried out in a traditional at the point of sale, although it has channels where technology is applied such as: telephone calls, chats or emails but not a website, it was possible to know through the survey, the criteria they consider to return frequent purchases, include the quality of the service and the product, therefore, the first presents characteristics such as personalized treatment, an adequate way of expressing itself on the part of the staff, they generate immediate solutions and have experienced staff. Based on the results in the company Altec S.A. It is necessary to integrate instruments such as surveys to take into consideration the clients' point of view that allows implementation, analysis of the actions carried out and formulation of strategies. | es_ES |
| dc.description.abstract | La calidad del servicio es uno de los aspectos que se consideran como valor agregado para la comercialización de bienes porque de esta depende suplir las expectativas de los clientes y lograr un nivel de satisfacción que sirve como estrategias para captar y retener a los clientes. Por lo tanto, este estudio tiene el objetivo de analizar la calidad del servicio en la empresa Altec de la ciudad de Babahoyo en el periodo 2023, además, de la metodología que se utiliza enfoque de investigación mixto, los métodos que se aplican comprenden el descriptivo, analítico y bibliográfico, las técnicas que ayudaron a recopilar información son entrevista realizada mediante la guía de entrevista y encuesta a través del respectivo cuestionario a una muestra aleatoria de 25 clientes frecuentes de la empresa y dio como resultado la atención al cliente se realiza de manera tradicional en el punto de venta, aunque tiene canales donde se aplica la tecnología como: llamadas telefónicas, chats o correos electrónicos mas no sitio web, se pudo conocer mediante la encuesta, los criterios que consideran para retornar la compra frecuente, comprenden la calidad del servicio y el producto, pues, la primera presenta características como trato personalizado, una adecuada forma de expresarse por parte del personal, generan soluciones inmediatas y tiene personal con experiencia. En virtud a los hallazgos realizados en a la empresa Altec S.A. es necesario integrar instrumentos como encuestas para tener en consideración el punto de vista de los clientes que permita implementar realizar un análisis de las acciones realizada y formular estrategias. | es_ES |
| dc.format.extent | 51 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2024 | 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 | Servicio | es_ES |
| dc.subject | Calidad | es_ES |
| dc.subject | Satisfacción | es_ES |
| dc.subject | Cliente | es_ES |
| dc.subject | Expectativas | es_ES |
| dc.title | Calidad del servicio en la empresa altec de la ciudad de Babahoyo en el periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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