Calidad de servicio y su incidencia en la satisfacción del cliente en las compañías y cooperativas de transporte de carga liviana del cantón La Maná, provincia de Cotopaxi, año 2018.
The objective of the present research was to identify the incidence in the quality of service and the satisfaction of the clients in the companies and transport cooperatives of light load in La Maná, Cotopaxi province, this contributed as a solution to the problem of the low level of organization du...
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| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2019
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| Accés en línia: | http://repositorio.utc.edu.ec/handle/27000/4797 |
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Afegir etiqueta | Sumari: | The objective of the present research was to identify the incidence in the quality of service and the satisfaction of the clients in the companies and transport cooperatives of light load in La Maná, Cotopaxi province, this contributed as a solution to the problem of the low level of organization due to the existence of internal discrepancies, which hindered working in a joint manner, there was a bad institutional and corporate image, diminishing the development and economic growth of these organizations. For the development of the proposed objectives, three types of research were used: bibliography to carry out a compilation of information from bibliographic sources such as: books, magazines, theses and internet pages. Field research for the development of interviews, surveys and proactive research because the design of a quality model was proposed as a solution proposal. The analytical and deductive method was very useful for the analysis of the results obtained and the deduction of the cause and effects of the field investigation. The results of the situational diagnosis reflected deficiencies in terms of leadership and training on customer service. In addition, the lack of a quality model that improves service and customer service. In the meantime, the surveys directed to the users showed a level of regular satisfaction due to deficiencies of the drivers when driving, inadequate cleaning of the vehicular units and information for the waiting time at the stops. Therefore, the design of the Ibero-American quality model with strategies to improve leadership through an evaluation test, control strategies, supervision, the development of trainings, group activities and the description of processes contributed significantly to the service provided to the users of the companies and light load cooperatives of La Maná. |
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