Atención al cliente en el Almacén de Ropa “Don Pato” del cantón Babahoyo, periodo-2022.
| dc.contributor.advisor | Pazmiño Gavilánez, Washington Enrique | |
| dc.contributor.author | Velásquez Mérelo, Luis Alberto | |
| dc.date.accessioned | 2023-10-23T03:35:53Z | |
| dc.date.available | 2023-10-23T03:35:53Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/14746 | |
| dc.description | The present case study was carried out in the Don Pato Store in the city of Babahoyo, due to the fact that there have been problems related to customer service, therefore, the objective of the investigative work is to analyze the level of customer service in the warehouse by studying the sales process to improve the profitability of the company. The methodology used consisted of a quantitative approach, inductive method, field research, documentary or descriptive, as well as the survey technique with its respective instrument, which addressed 306 clients obtained through probabilistic sampling. The results were that the majority of customers have a regular degree of satisfaction in terms of the care provided in the store, their doubts have not been clarified during their stay in the establishment and the commercial advisors are not very empathetic during the purchase process. sale. As conclusions, the quality of customer service is a determining factor in closing a sale, helping customer retention and building long-term relationships. The weaknesses in the customer service process are: poorly trained staff, delayed service time and not enough staff. As recommendations, that the Human Talent Management of the warehouse invests time and resources in the training of employees, adjusting the number of personnel, establishing mechanisms or business tools to know the suggestions, claims and degree of customer satisfaction. | es_ES |
| dc.description | The present case study was carried out in the Don Pato Store in the city of Babahoyo, due to the fact that there have been problems related to customer service, therefore, the objective of the investigative work is to analyze the level of customer service in the warehouse by studying the sales process to improve the profitability of the company. The methodology used consisted of a quantitative approach, inductive method, field research, documentary or descriptive, as well as the survey technique with its respective instrument, which addressed 306 clients obtained through probabilistic sampling. The results were that the majority of customers have a regular degree of satisfaction in terms of the care provided in the store, their doubts have not been clarified during their stay in the establishment and the commercial advisors are not very empathetic during the purchase process. sale. As conclusions, the quality of customer service is a determining factor in closing a sale, helping customer retention and building long-term relationships. The weaknesses in the customer service process are: poorly trained staff, delayed service time and not enough staff. As recommendations, that the Human Talent Management of the warehouse invests time and resources in the training of employees, adjusting the number of personnel, establishing mechanisms or business tools to know the suggestions, claims and degree of customer satisfaction. | es_ES |
| dc.description.abstract | El presente estudio de caso se realizó en el Almacén Don Pato de la ciudad de Babahoyo, debido a que se han presentado inconvenientes relacionados con la atención al cliente, por ello, el objetivo de trabajo investigativo es analizar el nivel de atención al cliente en el almacén mediante el estudio del proceso de venta para mejorar la rentabilidad de la empresa. La metodología empleada consistió en un enfoque cuantitativo, método inductivo, investigación de campo, documental o descriptiva, así como la técnica encuesta con su respectivo instrumento, que dirigido a 306 clientes obtenidos mediante un muestreo probabilístico. Los resultados fueron que, a la mayoría de clientes poseen un grado de satisfacción regular en cuanto a la atención brindada en el almacén, no se les ha aclarado las dudas durante su estancia en el establecimiento y los asesores comerciales son pocos empáticos durante el proceso de venta. Como conclusiones, la calidad de la atención al cliente es un factor determinante para cerrar una venta, ayudar a la retención de clientes y construcción de relaciones a largo plazo. Las debilidades en el proceso de atención al cliente son: personal poco capacitado, tiempo para la atención demorado y no existe suficiente personal. Como recomendaciones, que la Gestión de Talento Humano del almacén invierte tiempo y recursos en la capacitación de los empleados, ajustar el número de personal, establecer mecanismos o herramientas empresariales para conocer las sugerencias, reclamos y grado de satisfacción de los clientes. | es_ES |
| dc.format.extent | 41 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 | Atención al cliente | es_ES |
| dc.subject | Satisfacción | es_ES |
| dc.subject | Capacitación | es_ES |
| dc.subject | Calidad de atención | es_ES |
| dc.title | Atención al cliente en el Almacén de Ropa “Don Pato” del cantón Babahoyo, periodo-2022. | es_ES |
| dc.type | bachelorThesis | es_ES |
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