El servicio al cliente y su incidencia en el posicionamiento de mercado de la Empresa LubriSpa S A de la ciudad de Babahoyo - Periodo 2023.

The study conducted at LubriSpa S.A., located in Babahoyo, analyzes how the customer loyalty strategies implemented during the year 2023 have influenced its market share and the quality of customer service. The descriptive research used surveys directed at customers and interviews with the company’s manager to gain a thorough understanding of the study variables. The results showed that despite facing certain challenges, the loyalty and customer service strategies achieved significant successes. In particular, the "Customer First" strategy stood out for its positive impact, contributing to an increase in market coverage and the acquisition of new customers. The surveys revealed that customers appreciated the improvements in service attention and personalization, increasing their satisfaction and loyalty to the company. The interviews with the manager indicated that, although there were obstacles in the implementation of these strategies, valuable insights were gained that will allow LubriSpa to adjust and improve its methods. The study highlights the importance of continuous improvement and adaptation to market conditions to maintain and increase competitiveness. In conclusion, this analysis demonstrates that by understanding and meeting the needs and expectations of its customers, LubriSpa can develop more effective strategies that enhance service perception and consolidate its market position, thereby increasing its competitiveness and sustainability in the long term.

• मुख्य लेखक: Pérez Yance, Abrahán Romario (author)
• स्वरूप: bachelorThesis
• प्रकाशित: 2024
• विषय: Competitividad; Mercado; LubriSpa SA; Lealtad; Satisfacción; Cliente
• ऑनलाइन पहुंच: http://dspace.utb.edu.ec/handle/49000/17091