Análisis del clima laboral y su influencia en la calidad de atención al cliente en COAC Cámara de Comercio del Cantón Bolívar.
The present study was carried out with the purpose of evaluating the work climate and the influence on the quality of customer service of the Cooperative Camera de Commerce of Bolívar canton, for which two phases were applied; in the first instance, the variables that had the highest incidence in th...
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| Format: | bachelorThesis |
| Sprog: | spa |
| Udgivet: |
2018
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| Online adgang: | http://repositorio.espam.edu.ec/handle/42000/922 |
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Tilføj Tag | Summary: | The present study was carried out with the purpose of evaluating the work climate and the influence on the quality of customer service of the Cooperative Camera de Commerce of Bolívar canton, for which two phases were applied; in the first instance, the variables that had the highest incidence in the research were identified, through a bibliography search, concluding in this stage, the feasibility of implementing two study models, in order to diagnose the work environment and the quality of the service provided; consequently, the tools were validated by calculating the Cronbach's Alpha coefficient in the statistical software SPSS (2017); process that gave way to the respective application, to make the respective diagnosis of the results, determine the service quality index (ICS) and analyze the existing correlation between the internal and external environment of the organization; in addition to this, as a result of the procedure described, it can be concluded that the relationship between the work climate and the quality of customer service is "very low positive", there is a better interaction linked to the internal processes of the company, where the existing gap, evidence the importance of improving relations with customers, in terms of responsiveness, security and empathy. |
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