Atención al Cliente de la empresa Comercial Torres del cantón Babahoyo provincia de los Ríos, del periodo 2023.
| dc.contributor.advisor | Mora Aristega, Julio Ernesto | |
| dc.contributor.author | Vite Mindiola, María Del Carmen | |
| dc.date.accessioned | 2025-05-06T20:03:15Z | |
| dc.date.available | 2025-05-06T20:03:15Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/18245 | |
| dc.description | The case study "Customer Service at Comercial Torres" analyzes the main issues affecting the shopping experience at this establishment in Babahoyo canton during the 2023 period. The company faces challenges such as a lack of accessibility for people with mobility impairments, insufficient staff availability during peak hours, the absence of a clear process for product returns and exchanges, inconsistent application of customer service policies, and the lack of an adequate rest area for customers. These factors negatively impact consumer satisfaction and the business's competitiveness. To address these shortcomings, the research is based on surveys and interviews with customers and employees, aiming to assess service quality and propose improvement strategies. Suggested measures include adapting facilities for accessibility, hiring additional staff during high-demand hours, standardizing the returns process, and providing ongoing staff training. Through these actions, the study seeks to optimize customer service, enhance loyalty, and strengthen Comercial Torres' image in the local market. | es_ES |
| dc.description | The case study "Customer Service at Comercial Torres" analyzes the main issues affecting the shopping experience at this establishment in Babahoyo canton during the 2023 period. The company faces challenges such as a lack of accessibility for people with mobility impairments, insufficient staff availability during peak hours, the absence of a clear process for product returns and exchanges, inconsistent application of customer service policies, and the lack of an adequate rest area for customers. These factors negatively impact consumer satisfaction and the business's competitiveness. To address these shortcomings, the research is based on surveys and interviews with customers and employees, aiming to assess service quality and propose improvement strategies. Suggested measures include adapting facilities for accessibility, hiring additional staff during high-demand hours, standardizing the returns process, and providing ongoing staff training. Through these actions, the study seeks to optimize customer service, enhance loyalty, and strengthen Comercial Torres' image in the local market. | es_ES |
| dc.description.abstract | El caso de estudio "Atención al Cliente de la empresa Comercial Torres" analiza los principales problemas que afectan la experiencia de compra en este establecimiento del cantón Babahoyo durante el período 2023. La empresa enfrenta dificultades como la falta de accesibilidad para personas con movilidad reducida, la insuficiente disponibilidad de personal en horas pico, la ausencia de un proceso claro para devoluciones y cambios de productos, la aplicación inconsistente de las políticas de atención al cliente y la falta de un área de descanso adecuada para los clientes. Estos factores impactan negativamente en la satisfacción del consumidor y en la competitividad del negocio. Para abordar estas deficiencias, la investigación se basa en encuestas y entrevistas con clientes y empleados, con el objetivo de evaluar la calidad del servicio y proponer estrategias de mejora. Se sugiere la implementación de medidas como la adecuación de instalaciones accesibles, la contratación de más personal en horarios de alta demanda, la estandarización del proceso de devoluciones y la capacitación continua del personal. Con estas acciones, se busca optimizar la atención al cliente, mejorar la fidelización y fortalecer la imagen de Comercial Torres en el mercado local. | es_ES |
| dc.format.extent | 34 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 | Accesibilidad | 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 Comercial Torres del cantón Babahoyo provincia de los Ríos, del periodo 2023. | es_ES |
| dc.type | bachelorThesis | es_ES |
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