Servicio al cliente en la Distribuidora de plásticos "TODO WOW" de la Ciudad de Babahoyo, periodo 2024.
| dc.contributor.advisor | Caicedo Flores, Jorge José | |
| dc.contributor.author | De Lucas Cruz, Luis Gabriel | |
| dc.date.accessioned | 2025-04-28T19:13:34Z | |
| dc.date.available | 2025-04-28T19:13:34Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18065 | |
| dc.description | The research was carried out at the plastics distributor "TODO WOW", which is a private company, located on the streets: Martin Icaza between June 5 and August 10, in the city of Babahoyo, Babahoyo canton, Los Ríos Province. Its main activity is the distribution and marketing of plastic products such as: plates, covers, glasses, bags, spoons, paper bags and napkins, it began its commercial operations on June 20, 2019, having as clients a diversity of businesses such as: Restaurants, fruit shops with cream and others. Likewise, there are also clients who are natural persons and who purchase the products for the different activities they carry out. Its objective was to evaluate the quality of customer service at the Plastics Distributor during the period 2024, to identify critical areas and recommend strategies that optimize the customer experience. The method used in this case study was the inductive method applied to analyze data from surveys and interviews, looking for patterns that reveal how customer service has been affected at the Plastics Distributor. The results showed that the company has had a customer service process characterized by promptness in service, personnel willing to resolve concerns of its customers, but with a customer portfolio where 40% have difficulty obtaining detailed and clear information about prices and characteristics of the products. It was evident that in general 86% of customers have a positive level of satisfaction about their experience in relation to the service received at the Plastics Distributor, this being a competitive advantage, but requiring a thorough analysis of its critical points to improve. | es_ES |
| dc.description | The research was carried out at the plastics distributor "TODO WOW", which is a private company, located on the streets: Martin Icaza between June 5 and August 10, in the city of Babahoyo, Babahoyo canton, Los Ríos Province. Its main activity is the distribution and marketing of plastic products such as: plates, covers, glasses, bags, spoons, paper bags and napkins, it began its commercial operations on June 20, 2019, having as clients a diversity of businesses such as: Restaurants, fruit shops with cream and others. Likewise, there are also clients who are natural persons and who purchase the products for the different activities they carry out. Its objective was to evaluate the quality of customer service at the Plastics Distributor during the period 2024, to identify critical areas and recommend strategies that optimize the customer experience. The method used in this case study was the inductive method applied to analyze data from surveys and interviews, looking for patterns that reveal how customer service has been affected at the Plastics Distributor. The results showed that the company has had a customer service process characterized by promptness in service, personnel willing to resolve concerns of its customers, but with a customer portfolio where 40% have difficulty obtaining detailed and clear information about prices and characteristics of the products. It was evident that in general 86% of customers have a positive level of satisfaction about their experience in relation to the service received at the Plastics Distributor, this being a competitive advantage, but requiring a thorough analysis of its critical points to improve. | es_ES |
| dc.description.abstract | La investigación se realizó en la distribuidora de plásticos "TODO WOW", que es una empresa de características privada, se encuentra ubicada en las calles: Martin Icaza entre 5 de junio y 10 de agosto, en la ciudad de Babahoyo, del cantón Babahoyo, Provincia de Los Ríos. Su actividad principal es la distribución y comercialización de productos plásticos como: platos, fundas, vasos, sacos, cucharas, fundas de papel y servilletas, inicio sus operaciones comerciales el 20 de junio del 2019, teniendo como clientes a una diversidad de negocios como: Restaurantes, fruterías con crema y otros más. Así mismo, también existen clientes que son personas naturales y que adquieren los productos para las diferentes actividades que realizan. Su objetivo fue evaluar la calidad del servicio al cliente en la Distribuidora de Plásticos durante el periodo 2024, para la identificación de áreas críticas y recomendar estrategias que optimicen la experiencia del cliente. El método utilizado en el presente estudio de caso fue el inductivo que se aplica para analizar datos de encuestas y entrevistas, buscando patrones que revelen cómo se ha afectado el servicio al cliente en la Distribuidora de plásticos. Los resultados mostraron que la empresa ha tenido un proceso de servicio al cliente caracterizado por rapidez en la atención, personal con predisposición para resolver inquietudes a sus clientes, pero con una cartera de clientes donde el 40% tienen dificultad para obtener información detallada y clara sobre precios y características de los productos. Se evidencio que de forma general un 86% de los clientes tiene un nivel positivo de satisfacción sobre su experiencia en relación con el servicio recibido en la Distribuidora de Plásticos, siendo esto una ventaja competitiva, pero que requiere un análisis minucioso de sus puntos críticos para mejorar. | 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 | Distribuidora de plásticos "TODO WOW" | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.subject | Satisfacción del cliente | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Servicio al cliente en la Distribuidora de plásticos "TODO WOW" de la Ciudad de Babahoyo, periodo 2024. | es_ES |
| dc.type | bachelorThesis | es_ES |
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