Influencia de la satisfacción laboral en la calidad de atención al cliente en la cadena KFC en la ciudad de Guayaquil en el local de 9 de Octubre y Chimborazo
Fecha
2011
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Universidad de Guayaquil. Facultas de Ciencias Psicológicas
Resumen
La presente tesis titulada Influencia de la Satisfacción Laboral en la Calidad de Atención al Cliente, tiene como objetivo general demostrar como la satisfacción laboral influye en la calidad de atención al cliente. La cual se ha desarrollado en la empresa KFC líder en el mercado en el área de restaurantes de comidas rápidas, la misma que nos facilitó uno de sus locales para llevar a cabo la investigación.
A continuación se detallan las dos variables; por un lado Satisfacción laboral, tipos de satisfacción, y mediadores de la satisfacción laboral. Y en calidad en atención al cliente, temas como tipos de clientes, y de qué se trata realmente la calidad de atención al cliente.
La metodología que se empleó para el desarrollo del presente trabajo está basada en tres instrumentos: Para la variable SATISFACCIÓN LABORAL se empleó el Test “MI TRABAJO Y YO” de la Msc. Martha Vásquez Villazón, un cuestionario con preguntas cerradas para corroborar los resultados del primer instrumento y otro cuestionario para cuantificar cómo los empleados piensan que atienden a sus clientes. Además de una encuesta con preguntas abiertas para investigar qué piensan los clientes del servicio que brinda el establecimiento y una entrevista semi-estructurada para corroborar los resultados obtenidos con los instrumentos anteriores.
El tipo de estudio es correlacional ya que nos permitió medir dos variables interrelacionadas, se aplicaron los instrumentos ya mencionados a 15 empleados del local K-02 ubicado en 9 de Octubre y Chimborazo de la ciudad de Guayaquil
This thesis entitled Influence of Job Satisfaction on Quality Customer Service, has the general objective to demonstrate how job satisfaction influences the quality of customer service. Which has developed into the leading company in the market KFC in the area of fast food restaurants, the same as that provided us with one of its premises to carry out the investigation. Then the two variables are detailed; by a side job satisfaction, satisfaction rates, and mediators of job satisfaction. And quality customer service issues such as types of customers, and what it is really about the quality of customer service. The methodology used for the development of this work is based on three instruments: For the variable JOB SATISFACTION the Test "my job and" MSC was used. Martha Vasquez Villazón, a questionnaire closed to corroborate the results of the first instrument and another questionnaire to quantify how employees think they serve their clients. In addition to a survey open to investigate why customers of service provided by the establishment and a semi-structured interview to corroborate the results obtained with the above instruments think questions. The type of study is correlational because it allowed us to measure two interrelated variables, the instruments already mentioned 15 employees of the local K-02 located on 9 October and Chimborazo city of Guayaquil were applied
This thesis entitled Influence of Job Satisfaction on Quality Customer Service, has the general objective to demonstrate how job satisfaction influences the quality of customer service. Which has developed into the leading company in the market KFC in the area of fast food restaurants, the same as that provided us with one of its premises to carry out the investigation. Then the two variables are detailed; by a side job satisfaction, satisfaction rates, and mediators of job satisfaction. And quality customer service issues such as types of customers, and what it is really about the quality of customer service. The methodology used for the development of this work is based on three instruments: For the variable JOB SATISFACTION the Test "my job and" MSC was used. Martha Vasquez Villazón, a questionnaire closed to corroborate the results of the first instrument and another questionnaire to quantify how employees think they serve their clients. In addition to a survey open to investigate why customers of service provided by the establishment and a semi-structured interview to corroborate the results obtained with the above instruments think questions. The type of study is correlational because it allowed us to measure two interrelated variables, the instruments already mentioned 15 employees of the local K-02 located on 9 October and Chimborazo city of Guayaquil were applied
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INFLUENCIA SOCIAL, ATENCION, EMPRESAS, TRABAJO Y EMPLEO