Análisis de la calidad del servicio al cliente en la Franquicia Carl's Jr en la ciudad de Babahoyo
The present case study was carried out in the CARL'S JR franchise in the city of Babahoyo, the subject analyzed corresponds to the quality of customer service; It is important to consider that it is a very important variable because it determines the positioning and growth of the company. The o...
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| Natura: | bachelorThesis |
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2021
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| Accesso online: | http://dspace.utb.edu.ec/handle/49000/9368 |
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Aggiungi Tag | Riassunto: | The present case study was carried out in the CARL'S JR franchise in the city of Babahoyo, the subject analyzed corresponds to the quality of customer service; It is important to consider that it is a very important variable because it determines the positioning and growth of the company. The objective was to carry out a detailed analysis of the most important aspects that concern customer service to identify weaknesses that need to be taken into account, because from this it is possible to implement corrective actions that improve the functioning of the organization. It is a study with a mixed approach, with a descriptive scope, where the types of research are: documentary and field, whose investigative methods are inductive and deductive; the techniques applied are interview and survey. The conclusions reached in the study is that the company has significant weaknesses regarding customer service, mainly in the delivery service, which it has not been able to optimize because users feel dissatisfied in terms of delivery time and status. of the product; In addition, it was identified that there is a shortage of human talent, which means that in the hours of greatest influx of clients, they cannot be attended to in a timely manner. |
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