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Calidad del servicio al cliente de la Microempresa Marcell
| dc.contributor.advisor | Parrales Higuera, Mariela | |
| dc.contributor.author | Lema Cajilema, Ángel Fernando | |
| dc.date.accessioned | 2021-05-30T01:29:47Z | |
| dc.date.available | 2021-05-30T01:29:47Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/9380 | |
| dc.description | The Marcel business premises are dedicated to the commercialization of various articles and technological accessories as well as mobile device repair services for more than 7 years in the city of Babahoyo, however, it presents problems related to the quality of customer service since Problems related to: customer saturation, lack of specific customer service policies, reduced spaces, lack of customer monitoring and follow-up, long waiting time and delay in product delivery are detected; factors that significantly affect the quality of the service provided. Therefore, a case study is carried out that allows determining the causes and effects that arise as a result of the problem raised using descriptive, analytical and bibliographic methods that allow fulfilling the objective of the research that refers to determining the factors that affect the the quality of the service offered by the company, added to the techniques and instruments that allow the collection of information that evidences the existence of problems through the structuring of an interview guide composed of 10 questions made to the owner manager of the microenterprise and a questionnaire of survey that is applied to the habitual clients of the premises. | es_ES |
| dc.description | The Marcel business premises are dedicated to the commercialization of various articles and technological accessories as well as mobile device repair services for more than 7 years in the city of Babahoyo, however, it presents problems related to the quality of customer service since Problems related to: customer saturation, lack of specific customer service policies, reduced spaces, lack of customer monitoring and follow-up, long waiting time and delay in product delivery are detected; factors that significantly affect the quality of the service provided. Therefore, a case study is carried out that allows determining the causes and effects that arise as a result of the problem raised using descriptive, analytical and bibliographic methods that allow fulfilling the objective of the research that refers to determining the factors that affect the the quality of the service offered by the company, added to the techniques and instruments that allow the collection of information that evidences the existence of problems through the structuring of an interview guide composed of 10 questions made to the owner manager of the microenterprise and a questionnaire of survey that is applied to the habitual clients of the premises. | es_ES |
| dc.description.abstract | El local comercial Marcel se dedica a la comercialización de artículos varios y accesorios tecnológicos además de servicios de reparación de dispositivos móviles por más de 7 años en la ciudad de Babahoyo, sin embargo, ésta presenta problemas relacionados a la calidad del servicio al cliente puesto que se detecta problemas relacionados a: la saturación de clientes, falta de políticas específicas de atención al cliente, espacios reducidos, carece de monitoreo y seguimiento de clientes, tiempo de espera prolongado y retraso en la entrega de productos; factores que afectan significativamente a la calidad del servicio que se brinda. Por tanto se realiza un estudio de caso que permita determinar las causas y efectos que surgen a raíz de la problemática planteada utilizando los métodos descriptivo, analítico y bibliográfico que permitan dar cumplimiento al objetivo de la investigación que hace referencia a determinar los factores que inciden en la calidad del servicio que ofrece la empresa sumado a las técnicas y los instrumentos que permiten recolectar la información que evidencie la existencia de inconvenientes a través de la estructuración de una guía de entrevista compuesta de 10 interrogantes realizada al gerente propietario de la microempresa y un cuestionario de encuesta que se aplica a los clientes habituales de local. | 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 | Cultura organizacional | es_ES |
| dc.subject | Liderazgo | es_ES |
| dc.subject | Distribución de espacios | es_ES |
| dc.subject | Trabajo en equipo | es_ES |
| dc.title | Calidad del servicio al cliente de la Microempresa Marcell | es_ES |
| dc.type | bachelorThesis | es_ES |
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