Evaluación de la calidad del servicio del personal técnico de la empresa Digital Home en la Ciudad de Guayaquil
Fecha
2018
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Editor
Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
La empresa Digital Home S.A ha recibido numerosas quejas dentro de sus actividades por
servicios prestados de instalación de aparatos electrónicos, esto denota una creciente ola de
insatisfacción por parte de los clientes debido a que el personal técnico no mostraba la empatía
necesaria para que el consumidor quede a gusto con él servicio y para poder mejorar esta
situación se investigó la problemática aplicando la herramienta SERVPERF que sus siglas en
ingles Service Performance significa el rendimiento del servicio, este instrumento está
estructurado bajo 4 dimensiones; (confiabilidad, resolución de problemas, Interacción personal
e imagen). Los resultados más relevantes mostraron que el 78% de los clientes estaban
insatisfechos debido a que el personal técnico no daba un servicio adecuado refiriéndose a la
atención como tal, sin embargo, el 58% dice estar totalmente satisfecho con la atención
brindada por parte de los trabajadores al momento de hacer un requerimiento dejando así
evidenciar que los técnicos realizan muy bien su trabajo, pero al momento de interactuar con
los clientes allí es donde surge el problema. Como solución se sugirió una capacitación intensiva para el total de los empleados del área técnica, esto ayudará a mejorar la calidad del
servicio con respecto a la dimensión de interacción personal y por otra parte se planteó una
ficha de control de servicio la cual se realizará después de que los técnicos visiten a los clientes
y según los resultados que arroje la ficha de control se compensará a los colaboradores que
mejor rendimiento hayan obtenido.
The company Digital Home S.A has received numerous complaints within its activities for services rendered installation of electronic devices, This denotes a growing wave of dissatisfaction on the part of customers because the technical staff did not show the empathy necessary for the consumer to be comfortable with the service and to improve this situation the problem was investigated by applying the SERVPERF tool that stands for in English Service Performance means the performance of the service, this instrument is structured under 4 dimensions; (reliability, problem solving, personal interaction and image). The most relevant results showed that 78% of the clients were dissatisfied because the technical staff did not provide an adequate service referring to the care as such, however, 58% said to be totally satisfied with the care provided by the clients. workers at the time of making a request, thus demonstrating that the technicians perform their work very well, but when interacting with customers there is where the problem arises. As a solution, intensive training was suggested for the total number of employees in the technical area, this will help to improve the quality of the service with respect to the personal interaction dimension and, on the other hand, a service control card was proposed which will be carried out afterwards. that the technicians visit the clients and according to the results that the control sheet shows, it will be compensated to the collaborators that have obtained the best performance.
The company Digital Home S.A has received numerous complaints within its activities for services rendered installation of electronic devices, This denotes a growing wave of dissatisfaction on the part of customers because the technical staff did not show the empathy necessary for the consumer to be comfortable with the service and to improve this situation the problem was investigated by applying the SERVPERF tool that stands for in English Service Performance means the performance of the service, this instrument is structured under 4 dimensions; (reliability, problem solving, personal interaction and image). The most relevant results showed that 78% of the clients were dissatisfied because the technical staff did not provide an adequate service referring to the care as such, however, 58% said to be totally satisfied with the care provided by the clients. workers at the time of making a request, thus demonstrating that the technicians perform their work very well, but when interacting with customers there is where the problem arises. As a solution, intensive training was suggested for the total number of employees in the technical area, this will help to improve the quality of the service with respect to the personal interaction dimension and, on the other hand, a service control card was proposed which will be carried out afterwards. that the technicians visit the clients and according to the results that the control sheet shows, it will be compensated to the collaborators that have obtained the best performance.
Descripción
Palabras clave
CALIDAD, SERVICIO, MODELO, SERVPERF