“La calidad del servicio y la satisfacción de los clientes con discapacidad, en el G.A.D. Riobamba”

The researh entitled: “The quality of the service and the satisfaction of customers with disabilities, at the G.A.D Riobamba”, has the objective of determining how the qualityof service offered by the G.A.D Municipal de Riobamba afects the satisfaction of customers whit particular disabilities. The theoretical framework is structured of the two study variables of different authors concerning the subeject addresse, in addition to data validation was select whit the SPSS program, wich was of great benefit since it helped in the satistical analyses, as well as for the elaboration of the charts. It was carried out with two study populations, such as the staff working in the Municipal G.A.D., and external clients (people whith diferent disabilities). In addition , an interview was done to the senior hierarchical team who are part of the Municipalities Directorates that have their subordinates , and the attention policies influence the treatment guiven to users whit particular disabilities .In the presentation and discussion of results,it was supported by the chisquare statistic ;it was finally concluded that more training in public relations is necessary due to the persons whit disabilities required optimal and immediate attention since they do not have all the motor skills which prevents them from making 100 percent efforts hundred and must be taken care of whith quality and warmth.So the Municipal G.A.D. of the city of Riobamba feels committed to continually looking for improvements that require providing quality service.

• Autor principal: Marlene, Avila Rojas (author)
• Format: bachelorThesis
• Idioma: spa
• Publicat: 2020
• Matèries: Calidad de servicio; satisfacción al cliente; calidad
• Accés en línia: http://dspace.unach.edu.ec/handle/51000/6527