Atención al cliente en la Tienda Roland de la ciudad de Babahoyo provincia de Los Ríos, periodo 2023.
| dc.contributor.advisor | Jacome Lara, Georgina Andalira | |
| dc.contributor.author | Morejón Murillo, Karen Andrea | |
| dc.date.accessioned | 2025-05-01T14:26:51Z | |
| dc.date.available | 2025-05-01T14:26:51Z | |
| dc.date.issued | 2024 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18145 | |
| dc.description | The present case study called “CUSTOMER SERVICE AT THE ROLAND STORE IN THE CITY OF BABAHOYO, LOS RIOS PROVINCE” is aligned with the Financial, Administrative, Tax, Audit and Control Management research line and is framed in the Marketing and Commercialization subline. The main objective is to analyze customer service at the Roland store in the city of Babahoyo, Los Ríos Province, in order to identify how the deficiencies in the service originated. Regarding the conceptualization of the work, it covers necessary and relevant information on customer service, its importance, and the factors that influence the quality of service, which is essential to influence growth and the achievement of business objectives and goals. In addition, the methodology that was implemented to carry out this research was based on descriptive, analytical and documentary methods, which allowed for analysis of customer service at the store. Interviews and surveys were used as information gathering techniques; The interview was applied to the business owner to explore internal customer service practices and the survey was directed to customers with questions on a Linkert scale, facilitating the analysis of key points of attention. On the other hand, the results obtained reflect that training programs should be implemented to improve the skills of the sales team, creating suggestion boxes that help maintain interactive communication between the customer and the business, which highlights the importance of implementing corrective measures that address the importance of improving customer service. | es_ES |
| dc.description | The present case study called “CUSTOMER SERVICE AT THE ROLAND STORE IN THE CITY OF BABAHOYO, LOS RIOS PROVINCE” is aligned with the Financial, Administrative, Tax, Audit and Control Management research line and is framed in the Marketing and Commercialization subline. The main objective is to analyze customer service at the Roland store in the city of Babahoyo, Los Ríos Province, in order to identify how the deficiencies in the service originated. Regarding the conceptualization of the work, it covers necessary and relevant information on customer service, its importance, and the factors that influence the quality of service, which is essential to influence growth and the achievement of business objectives and goals. In addition, the methodology that was implemented to carry out this research was based on descriptive, analytical and documentary methods, which allowed for analysis of customer service at the store. Interviews and surveys were used as information gathering techniques; The interview was applied to the business owner to explore internal customer service practices and the survey was directed to customers with questions on a Linkert scale, facilitating the analysis of key points of attention. On the other hand, the results obtained reflect that training programs should be implemented to improve the skills of the sales team, creating suggestion boxes that help maintain interactive communication between the customer and the business, which highlights the importance of implementing corrective measures that address the importance of improving customer service. | es_ES |
| dc.description.abstract | El presente caso de estudio denominado “ATENCION AL CLIENTE EN LA TIENDA ROLAND DE LA CIUDAD DE BABAHOYO PROVINCIA DE LOS RIOS, PERIODO 2023” está alineado con la línea de investigación Gestión Financiera, Administrativa, Tributaria, Auditoría y Control y se enmarca en la sublinea Marketing y Comercialización. El objetivo principal es analizar la atención al cliente en la tienda Roland de la ciudad de Babahoyo, Provincia Los Ríos, con el fin de identificar como se originaron las deficiencias en el servicio. En cuanto a la conceptualización del trabajo, éste abarca información de la atención al cliente, importancia, factores que influyen en la calidad de la atención, indispensable para incidir en el crecimiento, logro de objetivos y metas del negocio. La metodología que se implementó en esta investigación se basó en los métodos descriptivo, analítico y documental, que permitieron análisis sobre la atención al cliente. Como técnicas de recolección se utilizaron la entrevista aplicada a la dueña del negocio para explorar las prácticas internas de atención al cliente y la encuesta dirigida a clientes con preguntas en escala de linkert, facilitando el análisis de los puntos claves de la atención. Por otro lado, los resultados obtenidos reflejan que se debe implementar programas de capacitación que mejore las habilidades del equipo de venta, crear buzones de sugerencias que ayuden a mantener una comunicación interactiva entre el cliente y el negocio, lo que resalta la importancia de implementar medidas correctivas que aborde la importancia de mejorar la atención al cliente. | es_ES |
| dc.format.extent | 57 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 | Satisfacción del cliente | es_ES |
| dc.subject | Experiencia del cliente | es_ES |
| dc.subject | Estrategias de serviciO | es_ES |
| dc.title | Atención al cliente en la Tienda Roland de la ciudad de Babahoyo provincia de Los Ríos, periodo 2023. | 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