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Proceso de atención al cliente en Agroservicio Villacrés
| dc.contributor.advisor | Ocampo Ulloa, Wendy | |
| dc.contributor.author | Fajardo Barbera, Evelyn Lizbeth | |
| dc.date.accessioned | 2021-05-19T17:56:42Z | |
| dc.date.available | 2021-05-19T17:56:42Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/9212 | |
| dc.description | The case study is carried out on the "Agroservicio Villacres" which is an SME with extensive business experience in the local market of the city of Babahoyo; place where important internal weaknesses have been identified in organizational management, which condition the user service process. The objective of the research is to analyze the user service process, where the main conditioning variables are studied, such as: empirical administrative management, weak inventory control, credit sales, sufficient human talent and work profile. The methodology has a descriptive scope, since each of the findings identified in the analysis are described. The methods used are deductive and inductive with the types of field and documentary research. While the techniques used were surveys and interviews, which allowed the following results to be obtained: The customer service process is conditioned by empirical administrative management, inventory management is not used that helps to have a safety stock and respond adequately the changes that occur in the consumer market. The “Agroservicio Villacres” carries out credit sales where customers do not respect the agreed times for the payment of installments, which has generated liquidity problems due to inadequate collection management and technology and information tools are not used to establish channels much more effective communication with customers; In other words, the application of digital marketing is ignored. | es_ES |
| dc.description | The case study is carried out on the "Agroservicio Villacres" which is an SME with extensive business experience in the local market of the city of Babahoyo; place where important internal weaknesses have been identified in organizational management, which condition the user service process. The objective of the research is to analyze the user service process, where the main conditioning variables are studied, such as: empirical administrative management, weak inventory control, credit sales, sufficient human talent and work profile. The methodology has a descriptive scope, since each of the findings identified in the analysis are described. The methods used are deductive and inductive with the types of field and documentary research. While the techniques used were surveys and interviews, which allowed the following results to be obtained: The customer service process is conditioned by empirical administrative management, inventory management is not used that helps to have a safety stock and respond adequately the changes that occur in the consumer market. The “Agroservicio Villacres” carries out credit sales where customers do not respect the agreed times for the payment of installments, which has generated liquidity problems due to inadequate collection management and technology and information tools are not used to establish channels much more effective communication with customers; In other words, the application of digital marketing is ignored. | es_ES |
| dc.description.abstract | El caso de estudio se efectúa sobre el “Agroservicio Villacres” la cual es una pyme con dilatada trayectoria empresarial en el mercado local de la ciudad de Babahoyo; lugar donde se han identificado debilidades internas importantes en la gestión organizacional, que condicionan el proceso de atención al usuario. El objetivo de la investigación consiste en analizar el proceso de atención al usuario, donde se estudian las principales variables condicionantes, tales como: gestión administrativa empírica, endeble control del inventario, ventas a crédito, suficiencia de talento humano y perfil laboral. La metodología tiene un alcance descriptivo, debido a que se describen cada uno de los hallazgos identificados en el análisis. Los métodos utilizados son el deductivo e inductivo con los tipos de investigación de campo y documental. Mientras que las técnicas empleadas fueron la encuesta y entrevista, que permitieron obtener los siguientes resultados: El proceso de atención al cliente se condiciona por una gestión administrativa empírica, no se emplea una gestión de inventario que ayude a contar con un stock de seguridad y responder de forma adecuada a los cambios que se presentan en el mercado consumidor. El “Agroservicio Villacres” realiza ventas a créditos donde los clientes no respetan los tiempos acordados para la cancelación de las cuotas, lo cual ha generado problemas de liquidez por la inadecuada gestión de cobro y no se utilizan herramientas de tecnologías e información para establecer canales de comunicación mucho más efectivos con los clientes; es decir, se soslaya la aplicación del marketing digital. | es_ES |
| dc.format.extent | 27 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 usuario | es_ES |
| dc.subject | Gestión administrativa | es_ES |
| dc.subject | Perfil profesional | es_ES |
| dc.title | Proceso de atención al cliente en Agroservicio Villacrés | es_ES |
| dc.type | bachelorThesis | es_ES |
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