Atención al cliente en la Ferretería R. Soria de la ciudad de Babahoyo, período 2023.
| dc.contributor.advisor | Nivela Icaza, José María | |
| dc.contributor.author | Mosquera Hurtado, Alexis Joseph | |
| dc.date.accessioned | 2024-03-28T05:17:33Z | |
| dc.date.available | 2024-03-28T05:17:33Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/15851 | |
| dc.description | The objective of this case study is to evaluate customer service management at Ferretería R. Soria in order to propose strategies to address the deficiencies identified. The research focuses on identifying strengths and areas for improvement in the way the company's employees interact with customers, as well as understanding the impact of these interactions on customer satisfaction and brand loyalty. This case study analyzes various aspects of customer service, such as courtesy, product availability, problem solving and communication. The thematic axis in which this case study is directed is mainly focused on the research line of the Commerce career, called: Financial, Administrative, Tax, Audit and Control Management, since the hardware store R. Soria is positioned in the commercial sector of the city of Babahoyo, it is related to the subline of public and private enterprise. | es_ES |
| dc.description | The objective of this case study is to evaluate customer service management at Ferretería R. Soria in order to propose strategies to address the deficiencies identified. The research focuses on identifying strengths and areas for improvement in the way the company's employees interact with customers, as well as understanding the impact of these interactions on customer satisfaction and brand loyalty. This case study analyzes various aspects of customer service, such as courtesy, product availability, problem solving and communication. The thematic axis in which this case study is directed is mainly focused on the research line of the Commerce career, called: Financial, Administrative, Tax, Audit and Control Management, since the hardware store R. Soria is positioned in the commercial sector of the city of Babahoyo, it is related to the subline of public and private enterprise. | es_ES |
| dc.description.abstract | Para el presente estudio de caso se plantea el objetivo de evaluar la gestión atención al cliente en la Ferretería R. Soria para proponer estrategias que aborden las deficiencias identificadas. La investigación se centra en identificar las fortalezas y áreas de mejora en la forma en la que los colaboradores de la empresa interactúan con los clientes, así como comprender el impacto de estas interacciones en la satisfacción del cliente y la lealtad a la marca. El presente caso de estudio analiza diversos aspectos de la atención al cliente, como la cortesía, la disponibilidad de productos, la solución de problemas y la comunicación. El eje temático en el que está direccionado este estudio de caso se centra principalmente en la línea de investigación de la carrera de Comercio, denominada: Gestión Financiera, Administrativa, Tributaria, Auditoría y Control, dado que la ferretería R. Soria se encuentra posicionada en el sector comercial de la ciudad de Babahoyo se relaciona con la sublínea de empresa pública y privada. | es_ES |
| dc.format.extent | 34 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 | Gestión | es_ES |
| dc.subject | Estrategias | es_ES |
| dc.subject | Calidad | es_ES |
| dc.title | Atención al cliente en la Ferretería R. Soria de la ciudad de Babahoyo, período 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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