Proyecto de auditoría de servicios a pacificard s.a. en la ciudad de Guayaquil.
bstractA tpresentitisobviousthatforcustomerstoformapositiveopinionofthecompany,itshouldmeetallcustomers´needsandexpectations.T herefore,iftomeetcustomerexpectationsisasimportantashasbeensaid,itisnecessarytohaveadequateinformationaboutcustomersthatcontainaspectsrelatedtotheirneeds,inwhichtheattribute...
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| Autres auteurs: | , |
| Format: | article |
| Langue: | spa |
| Publié: |
2009
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| Accès en ligne: | http://www.dspace.espol.edu.ec/handle/123456789/5738 |
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Ajouter un tag | Résumé: | bstractA tpresentitisobviousthatforcustomerstoformapositiveopinionofthecompany,itshouldmeetallcustomers´needsandexpectations.T herefore,iftomeetcustomerexpectationsisasimportantashasbeensaid,itisnecessarytohaveadequateinformationaboutcustomersthatcontainaspectsrelatedtotheirneeds,inwhichtheattributesaresettodeterminethelevelofqualityachieved.I nthispaperwedeterminethepresentconditionsofservicedeliveredtoPacifiCard´scustomerssuggestingcorrectionsandimprovementstotheproblemsthatareaproductofinternalandexternalinvestigationofthecompany.T hebasisfortheauditisthesystemSERVQUALthatisatooltoassessandunderstandtheexpectationsandperceptionsthathavecustomerswithaserviceAndweconcludedthatthepartnersareinaneutralstateofsatisfactionwithregardtotheresponsivenessandempathyoftheexecutivesofclientservces.Andinrelationtothetangibleelements,reliabilityandsecurity,thepartnersaresimplysatisfied. |
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