Publicación: Plan de mejoramiento en la atención al cliente del servicio técnico automotriz de tecno va en la Ciudad de Guayaquil
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Fecha
2024
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Universidad de Guayaquil: Facultad de Ciencias Administrativas
Resumen
La empresa TECNOVA se encarga de vender componentes o aparatos para vehículos, además,
ofrece servicios de asesoría técnica y mantenimiento gratuito para quienes compran las baterías
Bosch. Sin embargo, no todos los clientes tienen el conocimiento correcto y pierden la garantía
que viene junto a la compra de la batería. Por dicha situación, el objetivo del trabajo de
investigación se enfocó en diseñar un plan de mejoramiento de atención al cliente en la empresa
TECNOVA a través del método cuantitativo acompañado de la técnica de la encuesta y del
cuestionario como instrumento que permitió recolectar datos numéricos para comprender el
comportamiento de los clientes y se determinó que la mayoría de ellos se encuentran satisfecho
con el servicio técnico brindado.
The TECNOVA company is in charge of selling components or devices for vehicles, in addition, it also offers technical advice and free maintenance services for those who buy Bosch batteries. However, not all customers have the correct knowledge and lose the warranty that comes with the purchase of the battery. Due to this situation, the objective of the research work focused on designing a plan to improve customer service in the TECNOVA company through the quantitative method accompanied by the survey technique and the questionnaire as an instrument that allowed collecting numerical data to understand the behavior of customers and it was determined that the majority of them are satisfied with the technical service provided.
The TECNOVA company is in charge of selling components or devices for vehicles, in addition, it also offers technical advice and free maintenance services for those who buy Bosch batteries. However, not all customers have the correct knowledge and lose the warranty that comes with the purchase of the battery. Due to this situation, the objective of the research work focused on designing a plan to improve customer service in the TECNOVA company through the quantitative method accompanied by the survey technique and the questionnaire as an instrument that allowed collecting numerical data to understand the behavior of customers and it was determined that the majority of them are satisfied with the technical service provided.
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Palabras clave
ASESORÍA TÉCNICA, USUARIOS, BATERÍAS BOSCH, PLAN DE ATENCIÓN AL CLIENTE