La satisfacción laboral en los operadores telefónicos del área de servicio al cliente Pymes de la empresa Claro de la ciudad de Guayaquil,2012
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2012
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Universidad de Guayaquil. Facultad de Ciencias Psicológicas
Resumen
Este estudio se realizó en función al avance que tienen las empresas de tecnología en los actuales momentos y cómo ésta debe de brindar sus servicios a los usuarios; por esta razón el personal encargado es el primero en ser analizado y estudiado por medio de técnicas e instrumentos investigativos.
En este caso se aplicaron tres instrumentos investigativos. El primero un cuestionario redactado por Francisco Javier Cantera López, Licenciado en Filosofía y Psicología, el segundo es un test psicológico ("Mi trabajo y yo" de Martha Vázquez) y por último una entrevista semi-estructurada, con los cuales vamos a obtener datos que describan la satisfacción laboral de los teleoperadores del departamento de servicio al cliente Pymes de la empresa Claro de la ciudad de Guayaquil. Siendo 19 los integrantes de la población y 16 los elegidos casualmente como muestra, de ambos géneros y un rango de 25 a 35 años de edad.
Dentro del estudio de la satisfacción laboral están inmersos varios temas pero el colaborador será el foco de estudio; por eso es importante conocer sus necesidades, demandas, metas, objetivos alcanzables según las funciones establecidas, esto hará que la motivación de cada uno se incremente dando como resultado una buena satisfacción laboral.
En pocas palabras la conformación psicológica óptima del puesto y la conexión que exista con su ocupante, hará que el trabajador sienta cierto tipo de recompensa, que no solo contribuye a su bienestar personal sino también al aumento de su productividad.
This study was conducted according to progress with technology companies at the present time and how it must provide services to users; for this reason the personnel is the first to be analyzed and studied by techniques and research instruments. In this case three instruments were applied research. The first questionnaire drawn up by Francisco Javier Cantera Lopez, Bachelor of Philosophy and Psychology, the second is a psychological test ( "My job and I" Martha Vazquez) and finally a semi-structured interview, with which we will obtain data describing job satisfaction telemarketers department customer service SMEs Claro city of Guayaquil. As 19 members of the population and 16 elected casually as shown, of both genders and a range of 25 to 35 years old. Within the study of job satisfaction they are immersed several issues but the partner will be the focus of study; so it is important to know their needs, demands, goals, achievable goals according to the established functions, this will make the motivation of each increases resulting good job satisfaction. In short the optimal psychological shaping the post and there with its occupant connection, the worker will feel some kind of reward, which not only contributes to their personal well-being but also to increase productivity.
This study was conducted according to progress with technology companies at the present time and how it must provide services to users; for this reason the personnel is the first to be analyzed and studied by techniques and research instruments. In this case three instruments were applied research. The first questionnaire drawn up by Francisco Javier Cantera Lopez, Bachelor of Philosophy and Psychology, the second is a psychological test ( "My job and I" Martha Vazquez) and finally a semi-structured interview, with which we will obtain data describing job satisfaction telemarketers department customer service SMEs Claro city of Guayaquil. As 19 members of the population and 16 elected casually as shown, of both genders and a range of 25 to 35 years old. Within the study of job satisfaction they are immersed several issues but the partner will be the focus of study; so it is important to know their needs, demands, goals, achievable goals according to the established functions, this will make the motivation of each increases resulting good job satisfaction. In short the optimal psychological shaping the post and there with its occupant connection, the worker will feel some kind of reward, which not only contributes to their personal well-being but also to increase productivity.
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SATISFACCIÓN DE TRABAJO, EMPRESAS, RECURSOS HUMANOS, PRODUCTIVIDAD DE TRABAJO