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Satisfacción del cliente en la Lavanderia "La Espuma" de la ciudad de Babahoyo, periodo 2022.
| dc.contributor.advisor | Peñaherrera Larenas, Milton Fabián | |
| dc.contributor.author | Rodríguez Márquez, Miguel Enrique | |
| dc.date.accessioned | 2023-06-06T15:15:43Z | |
| dc.date.available | 2023-06-06T15:15:43Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/14289 | |
| dc.description | La Espuma laundry is a service microenterprise and is specifically dedicated to offering garment washing services, within the market of the city of Babahoyo. It is a company that has more than a decade of experience in the market and has been located in various strategic locations in the city, which has led to the fact that 74% of customers are practically new customers who have an interaction with the laundry, one year or less. The main purpose of the investigation was to know the perception of the users of the company, regarding the satisfaction they have in relation to the service provided. A descriptive methodology was used with a quantitative and qualitative approach. In the study, the line of research was considered: Administrative Financial Management, tax, audit and control, in the same way the research subline: Marketing and commercialization, established within the Business Career of the School of Administration. Among the main results, it was possible to determine that there is a positive perception of the users, who stated that they were satisfied with the customer service and in general with the laundry service offered. It was possible to establish that almost half of the users of the laundry "La Espuma" have problems with the availability of time to access the laundry service, for which the company established a strategic response of home service, to facilitate access service. There is great loyalty from its users, the same ones who are willing to recommend the service to other people. | es_ES |
| dc.description | La Espuma laundry is a service microenterprise and is specifically dedicated to offering garment washing services, within the market of the city of Babahoyo. It is a company that has more than a decade of experience in the market and has been located in various strategic locations in the city, which has led to the fact that 74% of customers are practically new customers who have an interaction with the laundry, one year or less. The main purpose of the investigation was to know the perception of the users of the company, regarding the satisfaction they have in relation to the service provided. A descriptive methodology was used with a quantitative and qualitative approach. In the study, the line of research was considered: Administrative Financial Management, tax, audit and control, in the same way the research subline: Marketing and commercialization, established within the Business Career of the School of Administration. Among the main results, it was possible to determine that there is a positive perception of the users, who stated that they were satisfied with the customer service and in general with the laundry service offered. It was possible to establish that almost half of the users of the laundry "La Espuma" have problems with the availability of time to access the laundry service, for which the company established a strategic response of home service, to facilitate access service. There is great loyalty from its users, the same ones who are willing to recommend the service to other people. | es_ES |
| dc.description.abstract | La lavandería “La Espuma”, es una microempresa de servicios y se dedica específicamente a la oferta de servicios de lavado de prendas de vestir, dentro del mercado de la ciudad de Babahoyo. Es una empresa que tiene más de una década de experiencia en el mercado y se ha ubicado en varios sitios estratégicos de la ciudad, lo que ha incidido en que el 74% de los clientes son prácticamente clientes nuevos que tienen una interacción con la lavandería, de un año o menos. El propósito principal de la investigación fue conocer la percepción de los usuarios de la empresa, respecto a la satisfacción que tienen en relación del servicio prestado. Se empleo una metodología de tipo descriptivo con un enfoque cuantitativo y cualitativo. En el estudio se consideró la línea de investigación: Gestión Financiera Administrativa, tributaria, auditoría y control, de igual forma la sublinea de investigación: Marketing y comercialización, establecidas dentro de la Carrera de Comercio de la Escuela de Administración. Entre los principales resultados, se pudo determinar que existe una percepción positiva de los usuarios, los cuales manifestaron sentirse satisfechos con el servicio al cliente y en general con el servicio de lavandería ofertado. Se pudo establecer que casi la mitad de los usuarios de la lavandería “La Espuma”, presentan inconvenientes con la disponibilidad de tiempo para acceder al servicio de lavandería, por lo que la empresa estableció una respuesta estratégica de servicio a domicilio, para facilitar el acceso al servicio. Existe una gran lealtad de sus usuarios, los mismos que estan dispuestos a recomendar el servcio a otras personas. | es_ES |
| dc.format.extent | 25 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2023 | 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 | Servicio de lavandería | es_ES |
| dc.subject | Servicio al cliente | es_ES |
| dc.subject | Satisfacción del Cliente | es_ES |
| dc.title | Satisfacción del cliente en la Lavanderia "La Espuma" de la ciudad de Babahoyo, periodo 2022. | es_ES |
| dc.type | bachelorThesis | es_ES |
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