Servicio al cliente en la Empresa Servi-Inter.Net del cantón Urdaneta durante el periodo 2023.
This case study evaluates the quality of customer service at Servi-Inter.Net, located in the Urdaneta canton, during the 2023 period. Through surveys conducted with 298 customers, interviews with the company owner, and direct observations, several deficiencies affecting user satisfaction were identi...
Saved in:
| Main Author: | |
|---|---|
| Format: | bachelorThesis |
| Published: |
2025
|
| Subjects: | |
| Online Access: | http://dspace.utb.edu.ec/handle/49000/17807 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Add Tag | Summary: | This case study evaluates the quality of customer service at Servi-Inter.Net, located in the Urdaneta canton, during the 2023 period. Through surveys conducted with 298 customers, interviews with the company owner, and direct observations, several deficiencies affecting user satisfaction were identified. The main issues detected include delays in customer service, lack of staff training, difficulty in communicating with technical support, and limited clarity regarding promotions and internet plans. Additionally, low confidence in data privacy protection and a negative perception of the company's efficiency in resolving technical problems were observed. The study highlights the importance of efficient customer service as a key factor in competitiveness within the telecommunications sector, where user retention largely depends on the speed and quality of service. Strategies such as continuous staff training, optimization of technological infrastructure, the implementation of chatbots to streamline assistance, and improved communication with customers through digital channels are proposed. These improvements will strengthen the company's reputation, increase user satisfaction, and ensure its sustainability in a highly competitive market. |
|---|