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Atención al cliente en Isla Sport Gym pertenciente a la Parroquia Isla de Bejucal
dc.contributor.advisor | Pazmiño Romero, Diego Andres | |
dc.contributor.author | Soto Preciado, Génesis Dorila | |
dc.date.accessioned | 2021-11-19T21:23:09Z | |
dc.date.available | 2021-11-19T21:23:09Z | |
dc.date.issued | 2021 | |
dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/10627 | |
dc.description | This case study focuses on investigating those shortcomings regarding customer service present in Isla Sport Gym that cause dissatisfaction with the service provided. This establishment has dedicated itself to offering its services to the inhabitants of the parish and surrounding sectors, with the purpose of improving their quality of life. The customer service that is granted contributes to the growth of the different organizations, the same one that focuses on: empathic relationships, problem solving, being effective and efficient, reliability and active listening. In Isla Sport Gym serious offenses have been incurred, such as not using the proposed solutions, which; being applied correctly they will induce to improve the performance and performance of the establishment. To carry out the case study, the inductive method was used to diagnose the causes that influence inadequate customer service and the descriptive methodology and bibliographic analysis. Accompanied by the interview and survey as an instrument for collecting information, these instruments were applied to the owner of Isla Sport Gym, Mr. Ariel Naranjo Mayorga and to the clients of said establishment. What made it possible to show that what generates and gives value to organizations is the quality of customer service, at Isla Sport Gym that is linked to pre and post-sale service, resource management, physical spaces, use of digital tools , taking into account that the timely service directly affects to be able to satisfy the needs of the external client. | es_ES |
dc.description | This case study focuses on investigating those shortcomings regarding customer service present in Isla Sport Gym that cause dissatisfaction with the service provided. This establishment has dedicated itself to offering its services to the inhabitants of the parish and surrounding sectors, with the purpose of improving their quality of life. The customer service that is granted contributes to the growth of the different organizations, the same one that focuses on: empathic relationships, problem solving, being effective and efficient, reliability and active listening. In Isla Sport Gym serious offenses have been incurred, such as not using the proposed solutions, which; being applied correctly they will induce to improve the performance and performance of the establishment. To carry out the case study, the inductive method was used to diagnose the causes that influence inadequate customer service and the descriptive methodology and bibliographic analysis. Accompanied by the interview and survey as an instrument for collecting information, these instruments were applied to the owner of Isla Sport Gym, Mr. Ariel Naranjo Mayorga and to the clients of said establishment. What made it possible to show that what generates and gives value to organizations is the quality of customer service, at Isla Sport Gym that is linked to pre and post-sale service, resource management, physical spaces, use of digital tools , taking into account that the timely service directly affects to be able to satisfy the needs of the external client. | es_ES |
dc.description.abstract | El presente estudio de caso se enfoca en investigar aquellas falencias referentes a la atención al cliente presentes en Isla Sport Gym que provocan que exista insatisfacción con respecto al servicio brindado. Dicho establecimiento se ha dedicado a ofrecer sus servicios a los habitantes de la parroquia y sectores aledaños, con el propósito de mejorar su calidad de vida. La atención al cliente que se otorgue, contribuye al crecimiento de las distintas organizaciones, la misma que se enfoca en: relaciones empáticas, resolución de problemas, ser eficaces y eficientes, confiabilidad y escucha activa. En Isla Sport Gym se ha incurrido en faltas graves, como no emplear las soluciones propuestas, las que; siendo aplicadas de manera correcta inducirán a mejorar el rendimiento y desempeño del establecimiento. Para la realización del estudio de caso se empleó el método inductivo para efectuar un diagnóstico de las causas que influyen en la inadecuada atención al cliente y la metodología descriptiva y análisis bibliográfico. Acompañado de la entrevista y encuesta como instrumento para la recolección de información, dichos instrumentos fueron aplicados al propietario de Isla Sport Gym, el Sr. Ariel Naranjo Mayorga y a los clientes de dicho establecimiento. Lo que permitió evidenciar que lo que genera y da a valor a las organizaciones es la calidad de atención al cliente, en Isla Sport Gym aquello está vinculado con el servicio pre y post venta, gestión de los recursos, espacios físicos, uso de herramientas digitales, teniendo en cuenta que el servicio oportuno afecta de manera directa para poder satisfacer las necesidades del cliente externo. | es_ES |
dc.format.extent | 29 p. | es_ES |
dc.language.iso | es | es_ES |
dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
dc.subject | Atención al cliente | es_ES |
dc.subject | Clientes potenciales | es_ES |
dc.subject | Satisfacción de necesidades | es_ES |
dc.subject | Marketing digital | es_ES |
dc.title | Atención al cliente en Isla Sport Gym pertenciente a la Parroquia Isla de Bejucal | es_ES |
dc.type | bachelorThesis | es_ES |