Análisis de la calidad del servicio de la empresa Miroes Insurance Services Cia. Ltda
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Fecha
2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Actualmente, la empresa Miroes Insuramce Cia. Ltda. se esfuerza por mantenerse u posicionarse dentro del mercado de agentes asesores de seguros, ante lo cual es indispensable cumplir con las exigencias y expectativas, ha limitado el desarrollo de acciones estratégicas para alcanzar dichos fines. Ante esta situación se consideró relevante analizar la calidad del servicio que ofrece la empresa Miroes Insurance Services Cia. Ltda., para conocer el nivel de satisfacción de los clientes, así, se recolecto información de 27 clientes de la empresa mencionada, y mediante el uso de la herramienta metodológica QFD, se pudo conocer que el 61% de sus clientes se encuentran satisfechos con el servicio, sin embargo el 39% no está satisfecho, de ahí la importancia de diseñar estrategias de mejora de calidad del servicio, puesto que la empresa busca satisfacer las necesidades de la totalidad de sus clientes.
Currently, the company MIROES INSURAMCE CIA LTDA strives to maintain or position itself within the market of insurance advisory agents, before which it is essential to comply with the requirements and expectations, it has limited the development of strategic actions to achieve these fines. Given this situation, it is considered relevant to analyze the quality of the service offered by the company MIROES INSURANCE CIA LTDA., To know the level of customer satisfaction, thus, collect information from 27 clients of the aforementioned company, and through the use of the tool Methodological QFD, 61% of its customers could be found satisfied with the service, however 39% are not satisfied, hence the importance of designing service quality improvement strategies, since the company seeks to meet the needs of all of its customers.
Currently, the company MIROES INSURAMCE CIA LTDA strives to maintain or position itself within the market of insurance advisory agents, before which it is essential to comply with the requirements and expectations, it has limited the development of strategic actions to achieve these fines. Given this situation, it is considered relevant to analyze the quality of the service offered by the company MIROES INSURANCE CIA LTDA., To know the level of customer satisfaction, thus, collect information from 27 clients of the aforementioned company, and through the use of the tool Methodological QFD, 61% of its customers could be found satisfied with the service, however 39% are not satisfied, hence the importance of designing service quality improvement strategies, since the company seeks to meet the needs of all of its customers.
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CALIDAD, SERVICIO, HERRAMIENTA METODOLÓGICA QFD, SATISFACCIÓN DE CLIENTES, AGENTE ASESORES DE SEGUROS