Servicio al cliente en la Empresa Servi-Inter.Net del cantón Urdaneta durante el periodo 2023.
| dc.contributor.advisor | Morales Reyna, Franklin Rafael | |
| dc.contributor.author | Carvajal León, Tamara Tais | |
| dc.date.accessioned | 2025-04-20T06:22:02Z | |
| dc.date.available | 2025-04-20T06:22:02Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/17807 | |
| dc.description | This case study evaluates the quality of customer service at Servi-Inter.Net, located in the Urdaneta canton, during the 2023 period. Through surveys conducted with 298 customers, interviews with the company owner, and direct observations, several deficiencies affecting user satisfaction were identified. The main issues detected include delays in customer service, lack of staff training, difficulty in communicating with technical support, and limited clarity regarding promotions and internet plans. Additionally, low confidence in data privacy protection and a negative perception of the company's efficiency in resolving technical problems were observed. The study highlights the importance of efficient customer service as a key factor in competitiveness within the telecommunications sector, where user retention largely depends on the speed and quality of service. Strategies such as continuous staff training, optimization of technological infrastructure, the implementation of chatbots to streamline assistance, and improved communication with customers through digital channels are proposed. These improvements will strengthen the company's reputation, increase user satisfaction, and ensure its sustainability in a highly competitive market. | es_ES |
| dc.description | This case study evaluates the quality of customer service at Servi-Inter.Net, located in the Urdaneta canton, during the 2023 period. Through surveys conducted with 298 customers, interviews with the company owner, and direct observations, several deficiencies affecting user satisfaction were identified. The main issues detected include delays in customer service, lack of staff training, difficulty in communicating with technical support, and limited clarity regarding promotions and internet plans. Additionally, low confidence in data privacy protection and a negative perception of the company's efficiency in resolving technical problems were observed. The study highlights the importance of efficient customer service as a key factor in competitiveness within the telecommunications sector, where user retention largely depends on the speed and quality of service. Strategies such as continuous staff training, optimization of technological infrastructure, the implementation of chatbots to streamline assistance, and improved communication with customers through digital channels are proposed. These improvements will strengthen the company's reputation, increase user satisfaction, and ensure its sustainability in a highly competitive market. | es_ES |
| dc.description.abstract | El presente estudio de caso evalúa la calidad del servicio al cliente en la empresa Servi-Inter.Net, ubicada en el cantón Urdaneta, durante el período 2023. A través de encuestas aplicadas a 298 clientes, entrevistas con el propietario y observaciones directas, se identificaron diversas deficiencias que afectan la satisfacción de los usuarios. Entre los principales problemas detectados se encuentran la demora en la atención a los clientes, la falta de capacitación del personal, la dificultad para comunicarse con el servicio técnico y la limitada claridad en la información sobre promociones y planes de internet. Además, se evidenció una baja confianza en la protección de datos personales y una percepción negativa sobre la eficiencia de la empresa en la resolución de problemas técnicos. El estudio destaca la importancia de un servicio al cliente eficiente como factor clave en la competitividad del sector de telecomunicaciones, donde la fidelización de los usuarios depende en gran medida de la rapidez y calidad en la atención. Se propone la implementación de estrategias como la capacitación continua del personal, la optimización de la infraestructura tecnológica, el uso de chatbots para agilizar la asistencia y una mejor comunicación con los clientes a través de medios digitales. Estas mejoras permitirán fortalecer la imagen de la empresa, incrementar la satisfacción de los usuarios y garantizar su permanencia en un mercado altamente competitivo. | es_ES |
| dc.format.extent | 43 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2025 | es_ES |
| dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
| dc.subject | Satisfacción del cliente | es_ES |
| dc.subject | Fidelización | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.subject | Atención al usuario | es_ES |
| dc.subject | Calidad del servicio | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Servicio al cliente en la Empresa Servi-Inter.Net del cantón Urdaneta durante el periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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