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Nivel de satisfacción del servicio posventa del Almacén Yamaha de la ciudad de Babahoyo
| dc.contributor.advisor | Miranda Mejía, Jofre | |
| dc.contributor.author | Ruela Guncay, Geovanny Ernesto | |
| dc.date.accessioned | 2020-09-28T19:41:15Z | |
| dc.date.available | 2020-09-28T19:41:15Z | |
| dc.date.issued | 2020 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/8355 | |
| dc.description | This research study is carried out in Almacenes Yamaha Babahoyo, the subject is about the levels of satisfaction of the after-sales service offered by the organization; It is important to consider that one of the competitive strengths of the commercial companies in this market segment is the quality of the service after the sale. The objective of the investigation is to analyze the levels of satisfaction presented by the clients of the aforementioned organization through the observation of the events that occurred during the investigation period in such a way that arguments can be established that support the stated criteria. It is a quali-quantitative study where the type of research is descriptive, the methods used are inductive and deductive, while the technique applied to obtain information from primary sources is the interview. The results of the investigation show that although it is true, Almacenes Yamaha makes efforts to provide a quality after-sales service, these are insufficient because the main weakness of the organization is that it does not have a workshop within the city to carry out the revisions and maintenance of the vehicle, a context that causes discomfort in customers who require that their requests and requirements be attended to effectively and efficiently. The conclusions reached in the present case is that the levels of satisfaction regarding the service after the sale are not at optimal levels. | es_ES |
| dc.description | This research study is carried out in Almacenes Yamaha Babahoyo, the subject is about the levels of satisfaction of the after-sales service offered by the organization; It is important to consider that one of the competitive strengths of the commercial companies in this market segment is the quality of the service after the sale. The objective of the investigation is to analyze the levels of satisfaction presented by the clients of the aforementioned organization through the observation of the events that occurred during the investigation period in such a way that arguments can be established that support the stated criteria. It is a quali-quantitative study where the type of research is descriptive, the methods used are inductive and deductive, while the technique applied to obtain information from primary sources is the interview. The results of the investigation show that although it is true, Almacenes Yamaha makes efforts to provide a quality after-sales service, these are insufficient because the main weakness of the organization is that it does not have a workshop within the city to carry out the revisions and maintenance of the vehicle, a context that causes discomfort in customers who require that their requests and requirements be attended to effectively and efficiently. The conclusions reached in the present case is that the levels of satisfaction regarding the service after the sale are not at optimal levels. | es_ES |
| dc.description.abstract | El presente estudio investigativo se realiza en Almacenes Yamaha Babahoyo, la temática se trata de los niveles de satisfacción del servicio postventa que ofrece la organización; es importante considerar que una de las fortalezas competitivas de las empresas comerciales de este segmento del mercado es la calidad del servicio después de la venta. El objetivo de la investigación es analizar los niveles de satisfacción que presentan los clientes de la organización mencionada a través de la observación de los hechos suscitados durante el periodo investigativo de tal manera que se pueda establecer argumentos que sustenten los criterios manifestados. Se trata de un estudio cuali-cuantitativo en donde el tipo de investigación es descriptiva, los métodos utilizados son inductivo y deductivo mientras que la técnica aplicada para obtener la información de las fuentes primarias es la entrevista. Los resultados de la investigación evidencian que si bien es cierto Almacenes Yamaha realiza esfuerzos para brindar un servicio postventa de calidad, estos son insuficientes porque la principal debilidad de la organización es que no tiene un taller dentro de la ciudad para realizar las revisiones y mantenimiento del vehículo, contexto que causa malestar en los clientes que requieren que sus peticiones y requerimientos sean atendidos de manera eficaz y eficiente. Las conclusiones a las que se llega en el presente caso es que los niveles de satisfacción en cuanto al servicio después de la venta no se encuentran en niveles óptimos. | es_ES |
| dc.format.extent | 25 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2020 | 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 | Satisfacción | es_ES |
| dc.subject | Servicio postventa | es_ES |
| dc.subject | Cliente | es_ES |
| dc.subject | Eficacia | es_ES |
| dc.title | Nivel de satisfacción del servicio posventa del Almacén Yamaha de la ciudad de Babahoyo | es_ES |
| dc.type | bachelorThesis | es_ES |
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