Estrategias para mejorar la calidad del servicio al cliente en la empresa Multipagos Express
The current research work had as aim to establish strategies, through an external customer service quality analysis in the Multipagos Express enterprise; according to the fact that a certain particularity in the service is great importance, taking into account, what in the different businesses recen...
Guardat en:
| Autor principal: | |
|---|---|
| Altres autors: | |
| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2022
|
| Matèries: | |
| Accés en línia: | http://repositorio.utc.edu.ec/handle/27000/9208 |
| Etiquetes: |
Afegir etiqueta
Sense etiquetes, Sigues el primer a etiquetar aquest registre!
|
Afegir etiqueta | Sumari: | The current research work had as aim to establish strategies, through an external customer service quality analysis in the Multipagos Express enterprise; according to the fact that a certain particularity in the service is great importance, taking into account, what in the different businesses recent years, customers have very high expectations and competition is greater, for the effect, the used methodology was a quantitative approach, through the Servqual model survey instrument, what measures service quality, through customer perceptions, based on five dimensions: reliability, sensitivity, security, empathy, and tangible elements. The work was generated with the non-experimental design, since variables were not deliberately manipulated, which only it was observed the phenomena their natural environment. Further, the study was based on a descriptive nature qualitative approach, by using the interview, observation and interview guide method to determine the FODA situational diagnosis, thus allowing the crossed strategies generation from this matrix. The research was feasible to make, since the enterprise did not have this research type, which determines the service quality, considering that its relevance is to keep the satisfied client and that they may continue to require the services provided by it, managing to identify percentages, which they exceed 50% response to the agreement item, what determines that the customer quality service is optimal. Therefore, as students from Bachelor's Degree in Management Executive Secretarial, it was proposed strategic proposals, to implement a suggestion box, customer service protocol, guide the service according to personalities and finally put into practice emotional intelligence to transmit to customers affective responsibility, in this way, it is desire to continuously improve customer service in the Multipagos Express enterprise from Cantón Pujilí. |
|---|