Medición del nivel de satisfacción de los clientes de la empresa agua y refrescos Diana del cantón Lago Agrio, provincia de Sucumbíos, para el año 2015

The water and soft drinks Diana company, unknown of the level of satisfaction of its internal and external customers, for this was made a diagnosis of the company and its environment; in principle were established the methods and technique to use, for the proper handling of the information. Thus, use was made of the scientific method and information related to customer satisfaction was collected; as for the sample of 381 surveys it was obtained considering the economically active population of Lago Agrio Canton, and this was projected for 2015, with a growth rate of 3.37% per annum. In addition, through fieldwork, first-hand information of the company and its products was obtained. In this way it became known that the water and soft drinks Diana Company, has an inadequate business philosophy that the presentation of their products should improve, there is a percentage of 7.87% of dissatisfaction regarding the price of their products, that the sale direct of the Company is limited, that does not invest in promoting their products and that their workers are dissatisfied by 16.67% in terms of the provision of productive resources. Regarding the level of satisfaction of external customers, the 24.93% are dissatisfied about the quality of products, since they express, they must improve; a 21.26% of customers shows dissatisfaction with lack of products requested; and finally 10.24% of respondents are dissatisfied and express that customer service is regular. In short, solution strategies were raised and that help to improve customer satisfaction enterprise; however, to carry out these strategies, the executives of the water and drinks soft Diana Company, must understand that they need to reinvest their resources, in the implementation of control systems and quality control, as well as training to its employees and distributors.

• Hoofdauteur: Mendieta León, Diana Gabriela (author)
• Formaat: bachelorThesis
• Taal: spa
• Gepubliceerd in: 2016
• Onderwerpen: ADMINISTRACIÓN DE EMPRESAS; NIVEL DE SATISFACCION DEL CLIENTE
• Online toegang: http://dspace.unl.edu.ec/jspui/handle/123456789/13066