CALIDAD DE SERVICIO Y SU INFLUENCIA EN LA SATISFACCIÓN A LOS USUARIOS DE LA COORPORACION NACIONAL ELECTRICA CNEL EP BABAHOYO.
| dc.contributor.advisor | MSC. ASTUDILLO MORAN RONALD ROBERTO | |
| dc.contributor.advisor | Babahoyo | |
| dc.contributor.author | PEÑAHERRERA BASTIDAS FELICITA SOFIA | |
| dc.date.accessioned | 2024-11-08T16:05:10Z | |
| dc.date.available | 2024-11-08T16:05:10Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17721 | |
| dc.description | english to Public companies in Ecuador have experienced significant development in recent years, creating a significant customer service environment with a focus on basic services, as officials have direct contact with customers. Therefore, it was appropriate to carry out an investigation that analyzes all the variables that could influence the quality of service at CNEL EP Babahoyo. A serious problem is the large number of complaints and claims from users that arise from the fact that some people are dissatisfied with the service received, which leads to the appearance of shortcomings in the context of the quality of the service, expressed in poor service. inadequate on the part of officials and low level. the level of image of the business unit in society. Therefore, the objective of this study is to analyze the quality of service and its influence on user satisfaction of the National Electricity Corporation CNEL EP Babahoyo. Exploratory research methods were used, which included deductive, inductive and analytical methods and information collection methods such as interviews and surveys. Finally, in this work, based on the results, it is proposed to apply the strategy by implementing a service quality program that will include variables such as: continuous training of employees, improvement of their response, empathy with customers and the internal environment. respond to the attention that users demand and deserve. | es_ES |
| dc.description | english to Public companies in Ecuador have experienced significant development in recent years, creating a significant customer service environment with a focus on basic services, as officials have direct contact with customers. Therefore, it was appropriate to carry out an investigation that analyzes all the variables that could influence the quality of service at CNEL EP Babahoyo. A serious problem is the large number of complaints and claims from users that arise from the fact that some people are dissatisfied with the service received, which leads to the appearance of shortcomings in the context of the quality of the service, expressed in poor service. inadequate on the part of officials and low level. the level of image of the business unit in society. Therefore, the objective of this study is to analyze the quality of service and its influence on user satisfaction of the National Electricity Corporation CNEL EP Babahoyo. Exploratory research methods were used, which included deductive, inductive and analytical methods and information collection methods such as interviews and surveys. Finally, in this work, based on the results, it is proposed to apply the strategy by implementing a service quality program that will include variables such as: continuous training of employees, improvement of their response, empathy with customers and the internal environment. respond to the attention that users demand and deserve. | es_ES |
| dc.description.abstract | Las empresas públicas en Ecuador han experimentado un desarrollo significativo en los últimos años, creando un entorno de servicio al cliente significativo con un enfoque en los servicios básicos, a medida que los funcionarios tienen contacto directo con los clientes. Por lo tanto, resultó apropiado llevar a cabo una investigación que analice todas las variables que podrían influir en la calidad del servicio en CNEL EP Babahoyo. Un problema grave es la gran cantidad de quejas y reclamos de los usuarios que se derivan de que algunas personas se encuentran insatisfechas con el servicio recibido, lo que lleva a la aparición de falencias en el contexto de la calidad del servicio, expresadas en una atención inadecuada por parte de los funcionarios y bajo nivel. el nivel de imagen de la unidad de negocio en la sociedad. Por lo que el objetivo de este estudio es analizar la calidad de servicio y su influencia satisfacción de los usuarios de la Corporación Nacional de Electricidad CNEL EP Babahoyo. Se utilizaron métodos de investigación explorativa, la cual se utilizaron métodos deductivos, inductivos y analíticos y se utilizaron métodos de recolección de información como entrevistas y encuestas. Finalmente, en este trabajo, con base en los resultados, se propone aplicar la estrategia implementando un programa de calidad de servicio que incluirá variables como: capacitación continua de los empleados, mejora de su respuesta, empatía con los clientes y el entorno interno. responder a la atención que los usuarios demandan y merecen. | es_ES |
| dc.format.extent | 44 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo | es_ES |
| dc.relation.ispartofseries | P-UTB-FCJSE-ADEJE-SECED-000032; | |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
| dc.subject | Calidad de servicio | es_ES |
| dc.subject | Atención al cliente | es_ES |
| dc.subject.other | ADMINISTRACIÓN EJECUTIVA | es_ES |
| dc.title | CALIDAD DE SERVICIO Y SU INFLUENCIA EN LA SATISFACCIÓN A LOS USUARIOS DE LA COORPORACION NACIONAL ELECTRICA CNEL EP BABAHOYO. | es_ES |
| dc.type | bachelorThesis | es_ES |
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