Atención al cliente en la Empresa Argutelcom en el cantón Caluma en el periodo 2023.

This study analyzes customer service at Argutelcom, a company located in Cantón Caluma, with the aim of evaluating its impact on service quality perception and customer satisfaction. Through surveys and interviews, various deficiencies in customer service were identified, such as lack of promptness in service, low staff empathy, and the absence of effective strategies for complaint and claim management. These factors have generated a negative perception among customers and have affected their loyalty to the company. The analysis of the results concluded that the lack of structured protocols and insufficient staff training are determining factors in the low quality of service. Additionally, the absence of an efficient mechanism to receive and manage customer feedback contributes to the perception that the company does not take customer needs into account nor seeks to improve its service. Based on these findings, several recommendations were proposed, including the implementation of a staff training plan, the development of strategies to improve empathy in customer service, and the creation of formal mechanisms to collect and analyze customer feedback. These measures can significantly contribute to optimizing user experience and improving customer loyalty, thus strengthening Argutelcom's competitiveness in the market.

• Autor principal: Barahona Sarmiento, Alina Milena (author)
• Formato: bachelorThesis
• Publicado: 2025
• Materias: Calidad; Atención; Clientes; Empresa; Satisfacción; Comercio
• Acceso en línea: http://dspace.utb.edu.ec/handle/49000/17799