Medición de la calidad de servicio de la Empresa de Lácteos "Don Pato".
The present work, evaluated the quality of customer service of the dairy company through a survey provided with information of the opinion for people who work and buy the products in this company "Don Pato", through this know the levels of satisfaction, attention and quality of service to...
Guardado en:
| Autor principal: | |
|---|---|
| Formato: | bachelorThesis |
| Lenguaje: | spa |
| Publicado: |
2018
|
| Materias: | |
| Acceso en línea: | http://repositorio.utc.edu.ec/handle/27000/4473 |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
Agregar Etiqueta | Sumario: | The present work, evaluated the quality of customer service of the dairy company through a survey provided with information of the opinion for people who work and buy the products in this company "Don Pato", through this know the levels of satisfaction, attention and quality of service to customers, once the quality of the service is measured. Improvement programs, Scan be proposed at points where the most relevant problems affecting the company, and this problems can be detected. The work consists of a topic of great interest, since a good service that allows growing and competing with other dairy companies, in order to have a great business through the integration of new customers and the retention of current customers; it must be taken into account that customers are the reason of the organizations. The theoretical-scientific foundation on customer service, factors, principles and controls for an excellent quality of service, the methodological approach will be quantitative, with the type of descriptive, exploratory research and bibliographic-documentary methods, field, synthetic, Through the techniques of the survey, observation were made to collect information, for the interpretation of the results the statistical program SPSS was applied. It is necessary to provide the best service to the customers of the company "Don Pato", with the diagnosis of the portfolio of customers, retailers and wholesalers on the quality of the service of the dairy company through the Servqual method, it is evident that the positive aspects of the company in terms of service are; the quality of the product, the safety and the income of the unauthorized personnel, among the negative aspects were determined; the scarce information of the personnel, the lack of training in customer service, the little interest of the workers and the personal presentation of the personnel, the administrative management should establish strategies to minimize the impact of the negative factors of the company to improve the quality of the service. |
|---|