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Análisis de la calidad del servicio al cliente en la Franquicia Carl's Jr en la ciudad de Babahoyo
| dc.contributor.advisor | Castro, Gabriela | |
| dc.contributor.author | Arias Carrera, Victor Joel | |
| dc.date.accessioned | 2021-05-27T15:34:32Z | |
| dc.date.available | 2021-05-27T15:34:32Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/9368 | |
| dc.description | The present case study was carried out in the CARL'S JR franchise in the city of Babahoyo, the subject analyzed corresponds to the quality of customer service; It is important to consider that it is a very important variable because it determines the positioning and growth of the company. The objective was to carry out a detailed analysis of the most important aspects that concern customer service to identify weaknesses that need to be taken into account, because from this it is possible to implement corrective actions that improve the functioning of the organization. It is a study with a mixed approach, with a descriptive scope, where the types of research are: documentary and field, whose investigative methods are inductive and deductive; the techniques applied are interview and survey. The conclusions reached in the study is that the company has significant weaknesses regarding customer service, mainly in the delivery service, which it has not been able to optimize because users feel dissatisfied in terms of delivery time and status. of the product; In addition, it was identified that there is a shortage of human talent, which means that in the hours of greatest influx of clients, they cannot be attended to in a timely manner. | es_ES |
| dc.description | The present case study was carried out in the CARL'S JR franchise in the city of Babahoyo, the subject analyzed corresponds to the quality of customer service; It is important to consider that it is a very important variable because it determines the positioning and growth of the company. The objective was to carry out a detailed analysis of the most important aspects that concern customer service to identify weaknesses that need to be taken into account, because from this it is possible to implement corrective actions that improve the functioning of the organization. It is a study with a mixed approach, with a descriptive scope, where the types of research are: documentary and field, whose investigative methods are inductive and deductive; the techniques applied are interview and survey. The conclusions reached in the study is that the company has significant weaknesses regarding customer service, mainly in the delivery service, which it has not been able to optimize because users feel dissatisfied in terms of delivery time and status. of the product; In addition, it was identified that there is a shortage of human talent, which means that in the hours of greatest influx of clients, they cannot be attended to in a timely manner. | es_ES |
| dc.description.abstract | El presente caso de estudio se realizó en la franquicia CARL'S JR de la ciudad de Babahoyo, el tema analizado corresponde a la calidad del servicio al cliente; es importante considerar que es una variable muy importante porque determina el posicionamiento y crecimiento de la empresa. El objetivo fue realizar un análisis detallado de los aspectos más importantes que atañen al servicio al cliente para identificar debilidades que requieren ser tomadas en cuenta, porque a partir de esto se puede implementar acciones correctivas que mejoren el funcionamiento de la organización. Se trata de un estudio con enfoque mixto, con un alcance descriptivo, en donde los tipos de investigación son: documental y de campo, cuyos métodos investigativos son inductivo y deductivo; las técnicas aplicadas son entrevista y encuesta. Las conclusiones a las que se ha llegado en el estudio es que la empresa tiene importantes debilidades respecto al servicio al cliente, principalmente en el servicio delivery, el cual no ha podido optimizar porque los usuarios se sienten insatisfechos en cuanto al tiempo de entrega y estado del producto; además, se identificó que existe insuficiencia de talento humano, lo que ocasiona que en las horas de mayor afluencia de clientes, estos no puedan ser atendidos de manera oportuna. | es_ES |
| dc.format.extent | 27 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | 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 | Servicio | es_ES |
| dc.subject | Cliente | es_ES |
| dc.subject | Delivery | es_ES |
| dc.subject | Calidad | es_ES |
| dc.title | Análisis de la calidad del servicio al cliente en la Franquicia Carl's Jr en la ciudad de Babahoyo | es_ES |
| dc.type | bachelorThesis | es_ES |
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