Calidad de atención al cliente en el sector inmobiliario de la empresa Corporación Celeste, Corpacel Año 207
No hay miniatura disponible
Fecha
2018
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Las empresas que se encuentran participando en las distintas actividades tienen la
obligación de ofrecer una excelente atención a sus usuarios, pero esto depende mucho
del comportamiento que reflejen los colaboradores de la entidad ante los consumidores,
es por eso, que el servicio tiene una invaluable importancia dentro de los negocios. El
objetivo general consistió en analizar la calidad de atención al cliente en el sector
inmobiliario de la empresa Corporación de Ciudad Celeste CORPACEL, razón por la
cual el enfoque de la investigación fue cuantitativo y de método deductivo, el tipo fue
concluyente y transversal. Para la realización de las encuestas se tomó como referencia
el cuestionario SERVQUAL. La investigación reflejó que existen problemas con
respecto al cumplimiento del servicio en el tiempo acordado, se evidenció que los
empleados no son ágiles con respecto a las solicitudes de las personas, se identificó que
las instalaciones físicas de atención no son lo suficientemente cómodas ni atractivas, la
página web está desactualizada y los clientes prefieren que se les entregue la
documentación en sus hogares. Se propuso mejorar la satisfacción de los clientes
mediante la implementación del servicio post-venta, motivación al personal,
capacitación del personal en atención, cronograma de control de limpieza y
actualización de página web. El presupuesto de la propuesta fue de $4,190.00.
The companies that are participating in the different activities have the obligation to offer an excellent service to their users, but this depends a lot on the behavior reflected by the employees of the entity before the consumers, that is why the service has an invaluable importance within of business. The general objective was to analyze the quality of customer service in the real estate sector of the Ciudad Celeste CORPACEL Corporation, which is why the focus of the research was quantitative and deductive, the type was conclusive and transversal. To carry out the surveys, the SERVQUAL questionnaire was used as a reference. The investigation reflected that there are problems regarding the fulfillment of the service in the agreed time, it was evidenced that the employees are not agile with respect to the requests of the people, it was identified that the physical facilities of attention are not comfortable or attractive enough, the website is outdated and customers prefer to have the documentation delivered to their homes. It was proposed to improve customer satisfaction through the implementation of after-sales service, motivation to staff, training of staff in care, cleaning control schedule and updating of web page. The budget of the proposal was $ 4,190.00.
The companies that are participating in the different activities have the obligation to offer an excellent service to their users, but this depends a lot on the behavior reflected by the employees of the entity before the consumers, that is why the service has an invaluable importance within of business. The general objective was to analyze the quality of customer service in the real estate sector of the Ciudad Celeste CORPACEL Corporation, which is why the focus of the research was quantitative and deductive, the type was conclusive and transversal. To carry out the surveys, the SERVQUAL questionnaire was used as a reference. The investigation reflected that there are problems regarding the fulfillment of the service in the agreed time, it was evidenced that the employees are not agile with respect to the requests of the people, it was identified that the physical facilities of attention are not comfortable or attractive enough, the website is outdated and customers prefer to have the documentation delivered to their homes. It was proposed to improve customer satisfaction through the implementation of after-sales service, motivation to staff, training of staff in care, cleaning control schedule and updating of web page. The budget of the proposal was $ 4,190.00.
Descripción
Palabras clave
CALIDAD DE ATENCIÓN, CALIENTES, SERVICIO, MOTIVACIÓN