Estrategias de postventa que contribuya a la retención y satisfacción del cliente en CNT E.P.

The objective of this researching work is to identify post-sales strategies that contribute to the retention and loyalty of mobile telephony customers of the National Telecommunications Corporation CNT E.P. in Latacunga city, through qualitative and quantitative research, applying the Servqual model, within the organizational goals taking into account the quality of a service is a fundamental league for companies, for decision making, to increase levels of satisfaction. CNT Company is concerned with the assurance of customer satisfaction, therefore, it is important to evaluate it in order to offer a quality service in terms of coverage and compliance with the needs of users. Within the services offered by CNT E.P. and through the study it could be inferred that mobile telephony needs to design and establish strategies to obtain greater retention and customer satisfaction. The surveys were applied to 382 clients in Latacunga city and the measurement of results was given through the Likert scale. The results were that customers in general are not sufficiently satisfied with the service received in terms of tangible elements, reliability and security at the time of providing their requirements, this problem is not necessarily due to the instrument that CNT uses, but rather that customers are increasingly demanding a better service. With the data obtained, a tentative proposal of strategies for the loyalty of CNT clients is made.

• Autor principal: Herrera Bartelotti, María José (author)
• Formato: bachelorThesis
• Lenguaje: spa
• Publicado: 2019
• Materias: ESTRATEGIAS; POSTVENTA; RETENCIÓN; FIDELIZACIÓN; INGENIERÍA COMERCIAL
• Acceso en línea: http://repositorio.utc.edu.ec/handle/27000/7510