Atención al cliente en el Comercial Joselito en el cantón Baba en el periodo 2023.
| dc.contributor.advisor | Encalada Tenorio, Georgina Janeth | |
| dc.contributor.author | Villao Espinoza, Yulexy Jissette | |
| dc.date.accessioned | 2025-05-06T19:57:55Z | |
| dc.date.available | 2025-05-06T19:57:55Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18243 | |
| dc.description | Customer service is essential for the success and growth of any business, especially in local commerce, which faces constant challenges. The case study called “Customer service at the Joselito Commercial in the Baba Canton in the period 2023, in which a lack of adequate guidelines and a deficiency in customer service have been identified, generating economic losses and affecting the consumer experience, limiting the growth and sustainability of the business. The main objective of the study is to reorganize customer service at the Joselito commercial center in the Baba canton during the 2023 period to increase efficiency in the resolution of claims by increasing customer loyalty, which is why the Financial, Administrative, Tax, Audit and Control Management research line is used, which covers the study and develops strategies and methodologies that allow the effective management of financial and operational resources and the articulation of the topic related to the pre-professional internship project carried out around the Application of administrative or commercial processes in public or private institutions by which the satisfaction obtained with customer service could be determined. The results determined that there is a significant opportunity to improve the quality of customer service and provide a better satisfaction experience, concluding that ineffective communication and long wait times affect customer satisfaction, which is why the implementation of training programs for staff, the automation of operational processes, the design of standardized service protocols and loyalty strategies such as reward programs are recommended. | es_ES |
| dc.description | Customer service is essential for the success and growth of any business, especially in local commerce, which faces constant challenges. The case study called “Customer service at the Joselito Commercial in the Baba Canton in the period 2023, in which a lack of adequate guidelines and a deficiency in customer service have been identified, generating economic losses and affecting the consumer experience, limiting the growth and sustainability of the business. The main objective of the study is to reorganize customer service at the Joselito commercial center in the Baba canton during the 2023 period to increase efficiency in the resolution of claims by increasing customer loyalty, which is why the Financial, Administrative, Tax, Audit and Control Management research line is used, which covers the study and develops strategies and methodologies that allow the effective management of financial and operational resources and the articulation of the topic related to the pre-professional internship project carried out around the Application of administrative or commercial processes in public or private institutions by which the satisfaction obtained with customer service could be determined. The results determined that there is a significant opportunity to improve the quality of customer service and provide a better satisfaction experience, concluding that ineffective communication and long wait times affect customer satisfaction, which is why the implementation of training programs for staff, the automation of operational processes, the design of standardized service protocols and loyalty strategies such as reward programs are recommended. | es_ES |
| dc.description.abstract | La atención al cliente es esencial para el éxito y crecimiento de cualquier empresa, especialmente en el comercio local, que enfrenta desafíos constantes. El estudio de caso llamado “Atención al cliente en el Comercial Joselito en el Cantón Baba en el periodo 2023, en el cual se ha identificado falta en los lineamientos adecuadas y una deficiencia en la atención del cliente, generando pérdidas económicas y afectando la experiencia del consumidor, limitando el crecimiento y la sostenibilidad del negocio. El objetivo principal del estudio es reorganizar la atención al cliente en el comercial Joselito del cantón Baba durante el periodo 2023 para incrementar la eficiencia en la resolución de reclamos aumentando la lealtad del cliente, por lo que se utiliza la línea de investigación Gestión financiera, administrativa, tributaria, auditoría y control, la cual abarca el estudio y desarrolla estrategias y metodologías que permiten la administración eficaz de los recursos financieros y operativos y la articulación del tema relacionada con el proyecto de prácticas pre profesionales realizado en torno a la Aplicación de procesos administrativos o comerciales en instituciones públicas o privadas por el cual se podría determinar la satisfacción que se obtiene con la atención del cliente. Los resultados determinaron que hay una oportunidad significativa para mejorar la calidad del trato a los clientes y proporcionar una mejor experiencia de satisfacción, teniendo como conclusión que la comunicación ineficaz y tiempos de esperas prolongados afectan la satisfacción del cliente, por lo que se recomienda la implementación de programas de capacitación para el personal, la automatización de procesos operativos, el diseño de protocolos de atención estandarizados y estrategias de fidelización como programas de recompensas. | es_ES |
| dc.format.extent | 52 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 | Competitividad | es_ES |
| dc.subject | Fidelización | es_ES |
| dc.subject | Capacitación | es_ES |
| dc.subject | Estrategias | es_ES |
| dc.subject.other | Comercio | es_ES |
| dc.title | Atención al cliente en el Comercial Joselito en el cantón Baba en el 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