Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos.
The present case study named Customer Service in the Imca Transport Cooperative of the Montalvo canton-Los Ríos province - 2022, was carried out with the purpose of knowing the attention that users currently receive, if it is adequate and if it is impacting positively or negatively to the company. E...
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| 格式: | bachelorThesis |
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2023
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| 在線閱讀: | http://dspace.utb.edu.ec/handle/49000/14747 |
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添加標簽 | _version_ | 1860326167836360704 |
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| author | Velásquez Onofre, Patricia Karina |
| author_facet | Velásquez Onofre, Patricia Karina |
| author_role | author |
| collection | Repositorio Universidad Técnica de Babahoyo |
| dc.contributor.none.fl_str_mv | Pazmiño Gavilánez, Washington Enrique |
| dc.creator.none.fl_str_mv | Velásquez Onofre, Patricia Karina |
| dc.date.none.fl_str_mv | 2023-10-23T04:05:06Z 2023-10-23T04:05:06Z 2023 |
| dc.format.none.fl_str_mv | 43 p. application/pdf |
| dc.identifier.none.fl_str_mv | http://dspace.utb.edu.ec/handle/49000/14747 |
| dc.language.none.fl_str_mv | es |
| dc.publisher.none.fl_str_mv | Babahoyo: UTB-FAFI. 2023 |
| dc.rights.none.fl_str_mv | Atribución-NoComercial-SinDerivadas 3.0 Ecuador http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ info:eu-repo/semantics/openAccess |
| dc.source.none.fl_str_mv | reponame:Repositorio Universidad Técnica de Babahoyo instname:Universidad Técnica de Babahoyo instacron:UTB |
| dc.subject.none.fl_str_mv | Calidad Cliente Satisfacción Competencia Servicio |
| dc.title.none.fl_str_mv | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| dc.type.none.fl_str_mv | info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/bachelorThesis |
| description | The present case study named Customer Service in the Imca Transport Cooperative of the Montalvo canton-Los Ríos province - 2022, was carried out with the purpose of knowing the attention that users currently receive, if it is adequate and if it is impacting positively or negatively to the company. Each of the existing problems were described, based on the quality of the Cooperative's transport service, offered in various cantons and parishes, evaluating the customer service process, the strategies and techniques required to satisfy users, the method that was applied in this investigation is the cause - root which allowed to discover the origin of the problems to be able to implement a solution to them. The techniques and instruments used to carry out the case study were the interview and the survey, where the interview was carried out with the owner of the Cooperative and the survey was carried out with the clients, knowing their suggestions and points of view regarding the service offered. Obtaining highly valid results to collect accurate information and execute various strategies in order to improve the care provided, increase sales, differentiate from the competition and thus achieve all its objectives and goals of the organization. |
| eu_rights_str_mv | openAccess |
| format | bachelorThesis |
| id | UTB_1f73ae92abf92809521df69a0d4cb4d2 |
| instacron_str | UTB |
| institution | UTB |
| instname_str | Universidad Técnica de Babahoyo |
| language_invalid_str_mv | es |
| network_acronym_str | UTB |
| network_name_str | Repositorio Universidad Técnica de Babahoyo |
| oai_identifier_str | oai:dspace.utb.edu.ec:49000/14747 |
| publishDate | 2023 |
| publisher.none.fl_str_mv | Babahoyo: UTB-FAFI. 2023 |
| reponame_str | Repositorio Universidad Técnica de Babahoyo |
| repository.mail.fl_str_mv | . |
| repository.name.fl_str_mv | Repositorio Universidad Técnica de Babahoyo - Universidad Técnica de Babahoyo |
| repository_id_str | 0 |
| rights_invalid_str_mv | Atribución-NoComercial-SinDerivadas 3.0 Ecuador http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ |
| spelling | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos.Velásquez Onofre, Patricia KarinaCalidadClienteSatisfacciónCompetenciaServicioThe present case study named Customer Service in the Imca Transport Cooperative of the Montalvo canton-Los Ríos province - 2022, was carried out with the purpose of knowing the attention that users currently receive, if it is adequate and if it is impacting positively or negatively to the company. Each of the existing problems were described, based on the quality of the Cooperative's transport service, offered in various cantons and parishes, evaluating the customer service process, the strategies and techniques required to satisfy users, the method that was applied in this investigation is the cause - root which allowed to discover the origin of the problems to be able to implement a solution to them. The techniques and instruments used to carry out the case study were the interview and the survey, where the interview was carried out with the owner of the Cooperative and the survey was carried out with the clients, knowing their suggestions and points of view regarding the service offered. Obtaining highly valid results to collect accurate information and execute various strategies in order to improve the care provided, increase sales, differentiate from the competition and thus achieve all its objectives and goals of the organization.The present case study named Customer Service in the Imca Transport Cooperative of the Montalvo canton-Los Ríos province - 2022, was carried out with the purpose of knowing the attention that users currently receive, if it is adequate and if it is impacting positively or negatively to the company. Each of the existing problems were described, based on the quality of the Cooperative's transport service, offered in various cantons and parishes, evaluating the customer service process, the strategies and techniques required to satisfy users, the method that was applied in this investigation is the cause - root which allowed to discover the origin of the problems to be able to implement a solution to them. The techniques and instruments used to carry out the case study were the interview and the survey, where the interview was carried out with the owner of the Cooperative and the survey was carried out with the clients, knowing their suggestions and points of view regarding the service offered. Obtaining highly valid results to collect accurate information and execute various strategies in order to improve the care provided, increase sales, differentiate from the competition and thus achieve all its objectives and goals of the organization.El presente estudio de caso nominado Atención al cliente en la Cooperativa de transporte Imca del cantón Montalvo-provincia de los ríos – 2022, se lo realizó con el propósito de conocer la atención que reciben los usuarios actualmente, si es la adecuada y si está impactando de forma positiva o negativa a la empresa. Se describieron cada una de las problemáticas existentes, basándose en la calidad del servicio de transportes de la Cooperativa, ofrecido en varios cantones y parroquias, evaluando el proceso de atención al cliente, las estrategias y técnicas requeridas para satisfacer a los usuarios, el método que se aplicó en esta investigación es el causa – raíz el cual permitió descubrir el origen de los problemas para poder implementar una solución a los mismos. Las técnicas e instrumentos usados para realizar el caso de estudio fueron la entrevista y la encuesta, en donde la entrevista se la realizó al propietario de la Cooperativa y la encuesta fue realizada a los clientes, conociendo sus sugerencias y puntos de vista referentes al servicio ofrecido. Obteniendo resultados de gran validez para recopilar información acertada y ejecutar varias estrategias con el fin de mejorar la atención brindada, aumentar las ventas, diferenciarse de la competencia y logrando así todos sus objetivos y metas de la organización.Babahoyo: UTB-FAFI. 2023Pazmiño Gavilánez, Washington Enrique2023-10-23T04:05:06Z2023-10-23T04:05:06Z2023info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesis43 p.application/pdfhttp://dspace.utb.edu.ec/handle/49000/14747esAtribución-NoComercial-SinDerivadas 3.0 Ecuadorhttp://creativecommons.org/licenses/by-nc-nd/3.0/ec/info:eu-repo/semantics/openAccessreponame:Repositorio Universidad Técnica de Babahoyoinstname:Universidad Técnica de Babahoyoinstacron:UTB2023-10-23T08:01:19Zoai:dspace.utb.edu.ec:49000/14747Institucionalhttp://dspace.utb.edu.ec/Universidad públicahttps://utb.edu.ec/http://dspace.utb.edu.ec/oai.Ecuador...opendoar:02026-03-21T23:25:33.801092Repositorio Universidad Técnica de Babahoyo - Universidad Técnica de Babahoyotrue |
| spellingShingle | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. Velásquez Onofre, Patricia Karina Calidad Cliente Satisfacción Competencia Servicio |
| status_str | publishedVersion |
| title | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| title_full | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| title_fullStr | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| title_full_unstemmed | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| title_short | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| title_sort | Atención al cliente en la Cooperativa de Transporte IMCA del cantón Montalvo-provincia de Los Ríos. |
| topic | Calidad Cliente Satisfacción Competencia Servicio |
| url | http://dspace.utb.edu.ec/handle/49000/14747 |