Atención al cliente de la empresa Anthony`s Market del cantón Babahoyo provincia de los Ríos, del periodo 2024.
| dc.contributor.advisor | Onofre Zapata, Ronny | |
| dc.contributor.author | García Onofre, Cindy Katherine | |
| dc.date.accessioned | 2025-04-30T14:35:18Z | |
| dc.date.available | 2025-04-30T14:35:18Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18111 | |
| dc.description | The case study "Customer service of the Anthony's Market company" analyzes the problems that affect the quality of service in this establishment in the Babahoyo canton, province of Los Ríos, during the period 2024. Despite its growing popularity, Anthony's Market faces difficulties in service standardization, the lack of a channel for complaints and suggestions, insufficient staff training and long waiting times, which negatively impacts the customer experience and the competitiveness of the business. The research seeks to diagnose and analyze these problems through surveys and interviews with customers and the business owner. Among the main objectives are to theoretically base customer service, evaluate the level of consumer satisfaction and propose strategies to optimize the service. The implementation of standardized protocols, continuous training and improvement in the management of service time is proposed, with the purpose of strengthening customer loyalty and improving the competitiveness of the establishment in the local market. | es_ES |
| dc.description | The case study "Customer service of the Anthony's Market company" analyzes the problems that affect the quality of service in this establishment in the Babahoyo canton, province of Los Ríos, during the period 2024. Despite its growing popularity, Anthony's Market faces difficulties in service standardization, the lack of a channel for complaints and suggestions, insufficient staff training and long waiting times, which negatively impacts the customer experience and the competitiveness of the business. The research seeks to diagnose and analyze these problems through surveys and interviews with customers and the business owner. Among the main objectives are to theoretically base customer service, evaluate the level of consumer satisfaction and propose strategies to optimize the service. The implementation of standardized protocols, continuous training and improvement in the management of service time is proposed, with the purpose of strengthening customer loyalty and improving the competitiveness of the establishment in the local market. | es_ES |
| dc.description.abstract | El caso de estudio "Atención al cliente de la empresa Anthony’s Market" analiza los problemas que afectan la calidad del servicio en este establecimiento del cantón Babahoyo, provincia de Los Ríos, durante el período 2024. A pesar de su creciente popularidad, Anthony’s Market enfrenta dificultades en la estandarización del servicio, la falta de un canal de quejas y sugerencias, la capacitación insuficiente del personal y los tiempos prolongados de espera, lo que impacta negativamente en la experiencia del cliente y la competitividad del negocio. La investigación busca diagnosticar y analizar estos problemas mediante encuestas y entrevistas con clientes y el propietario del negocio. Entre los principales objetivos están fundamentar teóricamente la atención al cliente, evaluar el nivel de satisfacción de los consumidores y proponer estrategias para optimizar el servicio. Se plantea la implementación de protocolos estandarizados, capacitaciones continuas y la mejora en la gestión del tiempo de atención, con el propósito de fortalecer la fidelización de los clientes y mejorar la competitividad del establecimiento en el mercado local. | es_ES |
| dc.format.extent | 40 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 | Atención al cliente | es_ES |
| dc.subject | Calidad del Servicio | es_ES |
| dc.subject | Capacitación | es_ES |
| dc.subject | fidelización | es_ES |
| dc.subject | Satisfacción del cliente | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Atención al cliente de la empresa Anthony`s Market del cantón Babahoyo provincia de los Ríos, del periodo 2024. | es_ES |
| dc.type | bachelorThesis | es_ES |
Files in this item
This item appears in the following Collection(s)
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 3.0 United States