“El servicio al cliente interno y externo en el gobierno autónomo descentralizado municipal intercultural del cantón Saquisilí en el periodo 2021”

This research project on internal and external customer service in the Decentralized Municipal Intercultural Autonomous Government of Saquisilí Canton (GADMIC`S) province of Cotopaxi is the product of research, study, and application of instruments, methods, and techniques applied thoroughly; thanks to which and after the respective tabulation of data obtained in the SERVQUAL instrument (Measurement of the Quality of Customer Service) and CSAT (Customer Satisfaction Scale) applied to internal and external users who use the offices of GADMIC`S, it was possible to demonstrate the causes and consequences of the central problem which is: Inadequate customer service by GADMIC`S officials, among other situations that show negativity in the efficiency of the service provided by the aforementioned entity. However, for the development of the project, the field methodology was used since it allows us to participate directly in the place of the facts, thus knowing the problems that arise firsthand; the type of research is exploratory, descriptive, and explanatory, also the research method used was quantitative. Once the results and methodology have been analyzed, the following proposals are created: create and apply a customer service guide, create and apply seminars at least once a year to better understand the topics that are in the guide and increase knowledge about customer service, finally, it is proposed the implementation of integration activities to provide a harmonious environment where respect flows. Finally, the implementation of integration activities is proposed to provide a harmonious environment where respect, assertive and empathetic communication between officials and users can flow, thus increasing the credibility and acceptance of the service provided by GADMIC`S officials, and it is recommended to apply the strategies presented in the document to reduce the number of dissatisfied users since we are talking about a significant number.

• 主要作者: López Tinoco, Daniela Estefania (author)
• 格式: bachelorThesis
• 语言: spa
• 出版: 2022
• 主题: SERVICIO; CLIENTE; GADMIC´S; EFICIENCIA; SECRETARIADO EJECUTIVO GERENCIAL
• 在线阅读: http://repositorio.utc.edu.ec/handle/27000/8835