La atención al cliente como factor diferencial en la empresa Ambacar sucursal Juan Tanca Marengo, Guayaquil
Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El presente trabajo de titulación cuyo tema correspondió a la atención al cliente como factor
diferencial en la empresa Ambacar sucursal Juan Tanca Marengo, Guayaquil, ubicada en la
ciudad de Guayaquil, fue diseñada a razón de determinar si sus procesos incurrían de forma
positiva o negativa en la decisión de sus usuarios de realizar la compra de un vehículo en los
establecimientos de la agencia, por lo cual el objetivo general de investigación se direccionó
hacia el Analizar la atención al cliente como factor diferencial en la agencia Juan Tanca
Marengo de la empresa Ambacar, para en tal medida lograr proponer estrategias que otorguen un
factor diferencial en la atención del servicio al cliente; para la obtención de la señalada
información, se diseñaron 2 entrevistas que se procedieron a cuantificar, dirigidas hacia 350
clientes y 12 trabajadores, contado en igual medida con dos entrevistas direccionadas hacia los
directivos de la sucursal bajo estudio, mediante el empleo de tales técnicas de investigación, se
logró contar con datos justos y precisos para el desarrollo de la propuesta, misma que se orientó
hacia el desarrollo de estrategias que otorguen un factor diferencial en la calidad de atención al
cliente de la sucursal Juan Tanca Marengo.
The present titling work whose subject corresponded to the attention to the client like differential factor in the company Ambacar branch Juan Tanca Marengo, Guayaquil, located in the city of Guayaquil, was designed to determine if its processes incurred of form positive or negative in the decision of its users to make the purchase of a vehicle in the establishments of the agency, for which the general objective of investigation was directed towards the Analyze the attention to the customer as a differential factor in the agency Juan Tanca Marengo of the company Ambacar, to achieve such a goal to propose strategies that give a differential factor in the attention of the customer service; to obtain the information, two interviews were designed and quantified, directed at 350 clients and 12 workers, counted in the same way with two interviews directed at the managers of the branch under study, using such techniques research, it was possible to have fair and precise data for the development of the proposal, which was oriented toward the development of strategies that give a differential factor in the quality of customer service of the Juan Tanca Marengo branch.
The present titling work whose subject corresponded to the attention to the client like differential factor in the company Ambacar branch Juan Tanca Marengo, Guayaquil, located in the city of Guayaquil, was designed to determine if its processes incurred of form positive or negative in the decision of its users to make the purchase of a vehicle in the establishments of the agency, for which the general objective of investigation was directed towards the Analyze the attention to the customer as a differential factor in the agency Juan Tanca Marengo of the company Ambacar, to achieve such a goal to propose strategies that give a differential factor in the attention of the customer service; to obtain the information, two interviews were designed and quantified, directed at 350 clients and 12 workers, counted in the same way with two interviews directed at the managers of the branch under study, using such techniques research, it was possible to have fair and precise data for the development of the proposal, which was oriented toward the development of strategies that give a differential factor in the quality of customer service of the Juan Tanca Marengo branch.
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Palabras clave
ATENCIÓN, CLIENTE, MODELO, CALIDAD