“La calidad de servicio y su incidencia en la satisfacción de los clientes de las empresas de multiservicios del cantón La Maná, Provincia de Cotopaxi, año 2022.
Nowadays, the increasing competition faced by multi-service companies has demonstrated the challenge of improving their efficiency in the field of quality of service, that is why this research aims to analyze the incidence of the quality of service in the level of customer satisfaction in the multi-...
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| Natura: | bachelorThesis |
| Lingua: | spa |
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2022
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| Accesso online: | http://repositorio.utc.edu.ec/handle/27000/9132 |
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Aggiungi Tag | Riassunto: | Nowadays, the increasing competition faced by multi-service companies has demonstrated the challenge of improving their efficiency in the field of quality of service, that is why this research aims to analyze the incidence of the quality of service in the level of customer satisfaction in the multi-service companies of La Maná canton, due to the lack of knowledge of the quality of service provided by multiservice companies. For the current research, the bibliographic methodology was used in order to carry out a bibliographic review about the subject of research, the field research to collect and record in an orderly manner the data related to the quality of service and level of satisfaction. In the same way, the descriptive research to describe the obtained results. The following methods were also used: theoretical logical, deductive, synthetic analytical and the questionnaire technique focused on collaborators and clients. The results of the surveys applied to the clients reflected an average of 21.84% as good service, and a 78.16% as excellent quality of service provided by multi-service companies. On the other hand, the 51% of customers said that multiservice companies are insufficient in the time of delivery of the order, and the 44% demonstrated dissatisfaction with the price charged for the service. According to this, the proposal is presented which aims to develop a strategic plan through the application of the SWOT Matrix that allows to know in a detailed way the general situation of multi-service companies based on the results, so improving the quality of service and strengthen the customer satisfaction. Finally, not only a strategic matrix was designed for the companies, but also included the formulation of the vision, mission, values, description of the service processes, advertising, creation of an application, and the adequacy of the vehicles to raise the quality and satisfaction in the provided services by the multi-service companies La Maná canton. |
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