Atención al cliente en la Notaría Segunda del cantón Babahoyo, en el periodo 2023.
| dc.contributor.advisor | Encalada Tenorio, Georgina Janeth | |
| dc.contributor.author | Collahuazo Castro, Melissa Thalía | |
| dc.date.accessioned | 2024-09-25T19:56:21Z | |
| dc.date.available | 2024-09-25T19:56:21Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17345 | |
| dc.description | This case study analyzes customer service at the Second Notary of the Babahoyo Canton, focusing on improving the user experience, since customer satisfaction depends largely on how they evaluate the service received, customer orientation implies that all Staff actions must focus on satisfying user needs, and service quality is essential to retain customers, given that attracting new ones is more expensive. Staff behavior is key to quality service; employees must listen and respond to customer complaints with empathy and promptness, which improves customer satisfaction. Furthermore, employees' job satisfaction influences their productivity and service quality. Consistent and proper training of staff is crucial to ensure they can perform their duties efficiently and improve customer service. Infrastructure and logistics also play an important role in service quality. A modern, well-designed infrastructure can streamline processes and improve the customer experience. However, this needs to be complemented with well-trained staff and efficient operational processes. In the methodological context, a mixed approach with surveys and interviews was used to collect data from clients and the notary, thus identifying the causes of dissatisfaction and proposing improvements. The research was based on qualitative and quantitative methods, combining descriptive and analytical data to provide a complete analysis of the notary's situation. | es_ES |
| dc.description | This case study analyzes customer service at the Second Notary of the Babahoyo Canton, focusing on improving the user experience, since customer satisfaction depends largely on how they evaluate the service received, customer orientation implies that all Staff actions must focus on satisfying user needs, and service quality is essential to retain customers, given that attracting new ones is more expensive. Staff behavior is key to quality service; employees must listen and respond to customer complaints with empathy and promptness, which improves customer satisfaction. Furthermore, employees' job satisfaction influences their productivity and service quality. Consistent and proper training of staff is crucial to ensure they can perform their duties efficiently and improve customer service. Infrastructure and logistics also play an important role in service quality. A modern, well-designed infrastructure can streamline processes and improve the customer experience. However, this needs to be complemented with well-trained staff and efficient operational processes. In the methodological context, a mixed approach with surveys and interviews was used to collect data from clients and the notary, thus identifying the causes of dissatisfaction and proposing improvements. The research was based on qualitative and quantitative methods, combining descriptive and analytical data to provide a complete analysis of the notary's situation. | es_ES |
| dc.description.abstract | El presente estudio de caso analiza la atención al cliente en la Notaría Segunda del Cantón Babahoyo se enfoca en mejorar la experiencia del usuario, ya que la satisfacción del cliente depende en gran medida de cómo evalúan el servicio recibido, la orientación al cliente implica que todas las acciones del personal deben centrarse en satisfacer las necesidades de los usuarios, y la calidad del servicio es fundamental para retener a los clientes, dado que captar nuevos es más costoso. El comportamiento del personal es clave para una atención de calidad, los empleados deben escuchar y responder a las quejas de los clientes con empatía y prontitud, lo cual mejora la satisfacción del cliente. Además, la satisfacción laboral de los empleados influye en su productividad y calidad del servicio. La capacitación constante y adecuada del personal es crucial para garantizar que puedan desempeñar sus funciones eficientemente y mejorar la atención al cliente. La infraestructura y la logística también juegan un papel importante en la calidad del servicio. Una infraestructura moderna y bien diseñada puede agilizar los procesos y mejorar la experiencia del cliente. Sin embargo, es necesario complementar esto con personal bien capacitado y procesos operativos eficientes. En el contexto metodológico, se empleó un enfoque mixto con encuestas y entrevistas para recopilar datos de los clientes y del notario, identificando así las causas de la insatisfacción y proponiendo mejoras. La investigación se fundamentó en métodos cualitativos y cuantitativos, combinando datos descriptivos y analíticos para proporcionar un análisis completo de la situación de la notaría. | es_ES |
| dc.format.extent | 47 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 | Atención al cliente | es_ES |
| dc.subject | Satisfacción del usuario | es_ES |
| dc.subject | Gestión administrativa | es_ES |
| dc.subject | Notaría | es_ES |
| dc.subject | Servicio de calidad | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Atención al cliente en la Notaría Segunda del cantón Babahoyo, en el periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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Except where otherwise noted, this item's license is described as Atribución-NoComercial-SinDerivadas 3.0 Ecuador