Estrategias de servicio al cliente y comunicación de las tiendas de barrio del sector ceibos en la ciudad de Guayaquil
Fecha
2021
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Universidad de Guayaquil, Facultad de Ciencias Adminiatrativas
Resumen
En la presente investigación se llevó a cabo un estudio en el norte de la ciudad de Guayaquil a
finales del 2020 e inicio del 2021 a las tiendas de barrio que se encuentran ubicadas en el sector
de Los Ceibos en la ciudad de Guayaquil, el objetivo es analizar e identificar las estrategias de
servicio al cliente y comunicación que aplican los tenderos, para llevar a cabo el proyecto de
investigación y recolectar datos se realizó una encuesta a 216 personas del cual fue muestra de
una población de 27 368 habitantes del sector y se llevó a cabo una entrevista a los tenderos. Los
resultados que se obtuvieron fueron que las tiendas de barrio empezaron a optar un nuevo estilo
que sea acomode de acuerdo al sector, mediante la utilización de la tecnología comenzaron a
ofrecer servicios bancarios, recargas electrónicas y a usar las redes sociales como medio de
comunicación para dar a conocer promociones y ofrecer la entrega de servicio a domicilio.
This study research was conducted in the north of the city of Guayaquil in late 2020 and early 2021 to neighborhood stores that are located in the sector of Los Ceibos in the city of Guayaquil, the objective is to analyze and identify customer service strategies and communication applied by the shopkeepers, to carry out the research project and collect data a survey was conducted to 216 people which was a sample of a population of 27 368 inhabitants of the sector and an interview was conducted with the shopkeepers. The results obtained were that the neighborhood stores began to opt for a new style that is accommodated according to the sector, through the use of technology began to offer banking services, electronic recharges and use social networks as a means of communication to publicize promotions and offer home delivery service.
This study research was conducted in the north of the city of Guayaquil in late 2020 and early 2021 to neighborhood stores that are located in the sector of Los Ceibos in the city of Guayaquil, the objective is to analyze and identify customer service strategies and communication applied by the shopkeepers, to carry out the research project and collect data a survey was conducted to 216 people which was a sample of a population of 27 368 inhabitants of the sector and an interview was conducted with the shopkeepers. The results obtained were that the neighborhood stores began to opt for a new style that is accommodated according to the sector, through the use of technology began to offer banking services, electronic recharges and use social networks as a means of communication to publicize promotions and offer home delivery service.
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Palabras clave
ESTRATEGIAS, SERVICIO AL CLIENTE, COMUNICACIÓN, TIENDAS DE BARRIO