Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba
The objective of the case study is to determine what are the shortcomings that exist in the quality of care and customer satisfaction of the Joselito commercial, for the reason that they do not feel satisfied with the service, due to the fact that there are complaints in some customers, In terms of...
Gorde:
| Egile nagusia: | |
|---|---|
| Formatua: | bachelorThesis |
| Argitaratua: |
2021
|
| Gaiak: | |
| Sarrera elektronikoa: | http://dspace.utb.edu.ec/handle/49000/9700 |
| Etiketak: |
Etiketa erantsi
Etiketarik gabe, Izan zaitez lehena erregistro honi etiketa jartzen!
|
Etiketa erantsi | _version_ | 1858410447207661568 |
|---|---|
| author | Mariscal Cadena, María Cristina |
| author_facet | Mariscal Cadena, María Cristina |
| author_role | author |
| collection | Repositorio Universidad Técnica de Babahoyo |
| dc.contributor.none.fl_str_mv | Haz Cadena, Paola |
| dc.creator.none.fl_str_mv | Mariscal Cadena, María Cristina |
| dc.date.none.fl_str_mv | 2021-06-11T19:40:46Z 2021-06-11T19:40:46Z 2021 |
| dc.format.none.fl_str_mv | 23 p. application/pdf |
| dc.identifier.none.fl_str_mv | http://dspace.utb.edu.ec/handle/49000/9700 |
| dc.language.none.fl_str_mv | es |
| dc.publisher.none.fl_str_mv | BABAHOYO: UTB, 2021 |
| 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 Servicio Capacitaciones Atención |
| dc.title.none.fl_str_mv | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| dc.type.none.fl_str_mv | info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/bachelorThesis |
| description | The objective of the case study is to determine what are the shortcomings that exist in the quality of care and customer satisfaction of the Joselito commercial, for the reason that they do not feel satisfied with the service, due to the fact that there are complaints in some customers, In terms of delays in going to pay at the cash register, also due to the preferences that exist with some clients, they have also not received the respective training for customer service, it should be emphasized that customer loyalty is important for the success of the commercial as , it is today, within such a competitive market, so they must know how to increase and maintain the quality of customer service to satisfy the customer, which are the main promoters for the operation of the same, since they are the rationale for a business to exist; On the other hand, having a quality system in the company is necessary to avoid any type of problems that may arise in the company, since everything is linked to its operation, it is also necessary for the company to carry out courses and training for all the personnel who works in the company. |
| eu_rights_str_mv | openAccess |
| format | bachelorThesis |
| id | UTB_7ad394da5c9ea4c5ea9724fcfb9f29ce |
| 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:49000/9700 |
| publishDate | 2021 |
| publisher.none.fl_str_mv | BABAHOYO: UTB, 2021 |
| 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 | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón BabaMariscal Cadena, María CristinaCalidadServicioCapacitacionesAtenciónThe objective of the case study is to determine what are the shortcomings that exist in the quality of care and customer satisfaction of the Joselito commercial, for the reason that they do not feel satisfied with the service, due to the fact that there are complaints in some customers, In terms of delays in going to pay at the cash register, also due to the preferences that exist with some clients, they have also not received the respective training for customer service, it should be emphasized that customer loyalty is important for the success of the commercial as , it is today, within such a competitive market, so they must know how to increase and maintain the quality of customer service to satisfy the customer, which are the main promoters for the operation of the same, since they are the rationale for a business to exist; On the other hand, having a quality system in the company is necessary to avoid any type of problems that may arise in the company, since everything is linked to its operation, it is also necessary for the company to carry out courses and training for all the personnel who works in the company.The objective of the case study is to determine what are the shortcomings that exist in the quality of care and customer satisfaction of the Joselito commercial, for the reason that they do not feel satisfied with the service, due to the fact that there are complaints in some customers, In terms of delays in going to pay at the cash register, also due to the preferences that exist with some clients, they have also not received the respective training for customer service, it should be emphasized that customer loyalty is important for the success of the commercial as , it is today, within such a competitive market, so they must know how to increase and maintain the quality of customer service to satisfy the customer, which are the main promoters for the operation of the same, since they are the rationale for a business to exist; On the other hand, having a quality system in the company is necessary to avoid any type of problems that may arise in the company, since everything is linked to its operation, it is also necessary for the company to carry out courses and training for all the personnel who works in the company.El objetivo del estudio de caso es determinar cuáles son las falencias que existen en la calidad de atención y la satisfacción de los clientes del comercial Joselito, por el motivo que no se sienten satisfechos con la atención, debido a que existen reclamos en algunos clientes, en cuanto demoras por ir a pagar a la caja, también por las preferencias que existen con algunos clientes, además tampoco han recibido la respectiva capacitación para la atención al cliente, cabe recalcar que la lealtad de los clientes es importante para el éxito del comercial como, lo es hoy en día, dentro de un mercado tan competitivo, por ello deben saber cómo aumentar y mantener la calidad de la atención al cliente para satisfacer al cliente, los cuales son los principales promotores para el funcionamiento del mismo, ya que son la razón de ser para que exista un negocio; por otro lado tener un sistema de calidad en la empresa es necesario para evitar cualquier tipo de problemas que puedan presentar en la empresa, ya que todo va enlazado para su funcionamiento, también es necesario que la empresa realice cursos y capacitaciones a todo el personal que trabaja en la empresa.BABAHOYO: UTB, 2021Haz Cadena, Paola2021-06-11T19:40:46Z2021-06-11T19:40:46Z2021info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bachelorThesis23 p.application/pdfhttp://dspace.utb.edu.ec/handle/49000/9700esAtribución-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:UTB2022-02-08T08:19:07Zoai:dspace.utb.edu.ec:49000/9700Institucionalhttp://dspace.utb.edu.ec/Universidad públicahttps://utb.edu.ec/http://dspace.utb.edu.ec/oai.Ecuador...opendoar:02026-02-28T22:25:38.880007Repositorio Universidad Técnica de Babahoyo - Universidad Técnica de Babahoyotrue |
| spellingShingle | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba Mariscal Cadena, María Cristina Calidad Servicio Capacitaciones Atención |
| status_str | publishedVersion |
| title | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| title_full | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| title_fullStr | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| title_full_unstemmed | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| title_short | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| title_sort | Evaluación de la calidad de atención y satisfacción de los clientes del Comercial Joselito del cantón Baba |
| topic | Calidad Servicio Capacitaciones Atención |
| url | http://dspace.utb.edu.ec/handle/49000/9700 |