Diseño de Estrategias para mejora la Cuidad de la gestión del servicio al cliente de Interagua en el sector norte de la Ciudad de Guayaquil
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Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
En Guayaquil, el servicio de agua potable es proporcionado por la Concesionaria
Interagua, la cual, obtuvo la concesión del servicio en el año 2001. Desde entonces es la
encargada de suministrar los servicios de agua potable, alcantarillado sanitario y drenaje
pluvial a la ciudad de Guayaquil y sus parroquias rurales.
La empresa Interagua no ha realizado un estudio de los usuarios que asisten al
Centro de Atención al Cliente, para poder medir el grado de calidad de los servicios
recibido, además no cuenta con indicadores de gestión que midan los tiempos de atención
de las solicitudes y reclamos tanto del área administrativa como técnica, es por esto que
se necesita conocer cuál es la importancia que tienen estos indicadores para así poder
determinar cuáles son las causas que generan un impacto negativo o positivo en el nivel
de calidad del servicio brindado a los usuarios del sector norte de la ciudad de Guayaquil.
El objetivo de este estudio es diseñar estrategias para mejorar la calidad de la
gestión del servicio al cliente de Interagua en el sector Norte de la Ciudad de Guayaquil.
Para realizar el presente estudio, se utilizará el método descriptivo, que consiste
en recopilar la mayor cantidad de información para poder describir una situación en
particular, se tomará como referencia todo lo relacionado a las variables consideradas
dentro del modelo SERVQUAL, como tangibilidad, fiabilidad, seguridad, empatía,
capacidad de respuesta.
Los análisis realizados dieron como resultados fallas dentro de la imagen de la
infraestructura que la encuentran poco modernas los usuarios, la percepción de los
usuarios que visitan los Centros de atención al cliente es que el personal que atiende no
da solución inmediata a los problemas presentados y afectación en los tiempos de espera,
para lo cual se propone la instalación de cabinas telefónicas dentro de los Centros de
atención al cliente, la creación del sistema de pantallas touch, personal ataché, creación
de un módulo express, creación de chat en línea y aplicativo web.
In Guayaquil, the water service is provided by the Concessionaire Interagua, which, won the service award in 2001. Since then is responsible for supplying potable water, sanitary sewer and storm drainage to city Guayaquil and its rural parishes. The company Interagua has not conducted a study of users who attend the Centre Customer, to measure the degree of quality of services received, also has no management indicators that measure service times of requests and complaints both in the administrative and technical, which is why you need to know what is the importance of these indicators in order to determine what are the causes of a negative or positive impact on the level of quality of service provided to users of the sector north of the city of Guayaquil. The aim of this study is to design strategies to improve the quality of customer service management Interagua in the northern sector of the city of Guayaquil. To perform this study, it will be used the descriptive method, which is to gather as much information to describe a particular situation will be used, it will be taken as reference everything related to the variables considered in the SERVQUAL model as tangibility, reliability, safety, empathy, responsiveness. The analyzes gave evidence of flaws within the image infrastructure that are little modern users, the perception of users visiting the Centers customer is that staff caring not give immediate solution to the problems presented and involvement in waiting times for which the installation of telephone booths within the Centers customer, creating the system of touch screens, personal attaché, creating an express module, creating online chat and applicative proposed web.
In Guayaquil, the water service is provided by the Concessionaire Interagua, which, won the service award in 2001. Since then is responsible for supplying potable water, sanitary sewer and storm drainage to city Guayaquil and its rural parishes. The company Interagua has not conducted a study of users who attend the Centre Customer, to measure the degree of quality of services received, also has no management indicators that measure service times of requests and complaints both in the administrative and technical, which is why you need to know what is the importance of these indicators in order to determine what are the causes of a negative or positive impact on the level of quality of service provided to users of the sector north of the city of Guayaquil. The aim of this study is to design strategies to improve the quality of customer service management Interagua in the northern sector of the city of Guayaquil. To perform this study, it will be used the descriptive method, which is to gather as much information to describe a particular situation will be used, it will be taken as reference everything related to the variables considered in the SERVQUAL model as tangibility, reliability, safety, empathy, responsiveness. The analyzes gave evidence of flaws within the image infrastructure that are little modern users, the perception of users visiting the Centers customer is that staff caring not give immediate solution to the problems presented and involvement in waiting times for which the installation of telephone booths within the Centers customer, creating the system of touch screens, personal attaché, creating an express module, creating online chat and applicative proposed web.
Descripción
Palabras clave
SERVICIO AL CLIENTE, SATIFACCIÓN CALIDAD