Determinación del nivel de satisfacción del usuario del aeropuerto José Joaquín de Olmedo de Guayaquil
Fecha
2013-08-21
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Universidad de Guayaquil. Facultad de Comunicación Social. Carrera de Publicidad y Mercadotecnia
Resumen
El trabajo de investigación, está enfocado en poder determinar el nivel de satisfacción del usuario del Aeropuerto José Joaquín de Olmedo de la Ciudad de Guayaquil. Lo que se refiere a satisfacción del cliente es una expresión propia del mercadeo, debido a que hace referencia al agrado que tiene el cliente con relación al producto comprado o recibido, cuándo éste ha cumplido o sobrepasado sus expectativas. Cuando un cliente compra o recibe un producto y éste no cumple con sus expectativas, opta por no volver a comprar en el mismo lugar y probablemente hablará mal en frente de otros consumidores. Cabe destacar que para que exista una satisfacción del cliente, no sólo depende exclusivamente del producto o servicio brindado, sino que también depende de dos factores como son la percepción del producto que el cliente tenga, y sus expectativas. Puede ser que el producto no sea de buena calidad, pero la percepción del valor o del desempeño que un cliente tiene del producto sea la mejor, entonces para el cliente sí será un producto de buena calidad. El desarrollo del trabajo es netamente investigativo, debido a que se encuestaron a los usuarios del aeropuerto, para conocer la percepción de ellos en cuanto al servicio que se les brinda, además de saber los problemas más comunes que se les presentan sea en el momento de embarque o arribo. Dentro del trabajo de investigación se desarrolló un marco teórico para que el lector tenga un mejor entendimiento del desarrollo del mismo, además que se especificó la metodología de investigación utilizada, en la que se resaltó la técnica utilizada como fueron las encuestas y los instrumentos, como fue el cuestionario estructurado con preguntas abiertas y cerradas, el cual permitió recolectar toda la información necesaria. Se finaliza el trabajo con las respectivas conclusiones y recomendaciones.
The research work is focused in order to determine the level of user satisfaction Jose Joaquin de Olmedo Airport in Guayaquil city. As it relates to customer satisfaction is an expression of marketing itself, because it makes reference to customer satisfaction that is relative to the product purchased or received, when it has met or exceeded their expectations. When a customer buys or receives a product and it does not meet your expectations, choose not to buy back in the same place and probably talk bad in front of other consumers. Notably, for there customer satisfaction not only depends exclusively the product or service provided, but also depends on two factors such as the perception of the product that the customer has, and expectations. It may be that the product is not good quality, but the perception of the value or performance of a customer's product is the best, then the client itself will be a good quality product. The development work is purely investigative, because it surveyed airport users to understand the perception of them in service provided to them, and know the most common problems they face either at the time of embarkation or arrival. Within the research work developed a theoretical framework for reader have a better understanding of the development of the aircraft and you specified the research methodology, which was highlighted as the technique used were surveys and instruments, as was structured questionnaire with open and closed questions, which allowed us to collect all the necessary information. Work is completed with the respective conclusions and recommendations.
The research work is focused in order to determine the level of user satisfaction Jose Joaquin de Olmedo Airport in Guayaquil city. As it relates to customer satisfaction is an expression of marketing itself, because it makes reference to customer satisfaction that is relative to the product purchased or received, when it has met or exceeded their expectations. When a customer buys or receives a product and it does not meet your expectations, choose not to buy back in the same place and probably talk bad in front of other consumers. Notably, for there customer satisfaction not only depends exclusively the product or service provided, but also depends on two factors such as the perception of the product that the customer has, and expectations. It may be that the product is not good quality, but the perception of the value or performance of a customer's product is the best, then the client itself will be a good quality product. The development work is purely investigative, because it surveyed airport users to understand the perception of them in service provided to them, and know the most common problems they face either at the time of embarkation or arrival. Within the research work developed a theoretical framework for reader have a better understanding of the development of the aircraft and you specified the research methodology, which was highlighted as the technique used were surveys and instruments, as was structured questionnaire with open and closed questions, which allowed us to collect all the necessary information. Work is completed with the respective conclusions and recommendations.
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LA PERCEPCION DE LOS CLIENTES, LOS ESTUDIOS DE MERCADO, CONCESIONES ADMINISTRATIVAS