dc.contributor.author |
Jiménez Guastay, César Felipe |
|
dc.contributor.author |
Medina Carrión, María Soledad |
|
dc.contributor.author |
Ortega Poveda, Gabriela Geovanna |
|
dc.date.accessioned |
2009-06-29 |
|
dc.date.available |
2009-06-29 |
|
dc.date.issued |
2009-06-29 |
|
dc.identifier.uri |
http://www.dspace.espol.edu.ec/handle/123456789/5738 |
|
dc.description.abstract |
bstractA
tpresentitisobviousthatforcustomerstoformapositiveopinionofthecompany,itshouldmeetallcustomers´needsandexpectations.T
herefore,iftomeetcustomerexpectationsisasimportantashasbeensaid,itisnecessarytohaveadequateinformationaboutcustomersthatcontainaspectsrelatedtotheirneeds,inwhichtheattributesaresettodeterminethelevelofqualityachieved.I
nthispaperwedeterminethepresentconditionsofservicedeliveredtoPacifiCard´scustomerssuggestingcorrectionsandimprovementstotheproblemsthatareaproductofinternalandexternalinvestigationofthecompany.T
hebasisfortheauditisthesystemSERVQUALthatisatooltoassessandunderstandtheexpectationsandperceptionsthathavecustomerswithaserviceAndweconcludedthatthepartnersareinaneutralstateofsatisfactionwithregardtotheresponsivenessandempathyoftheexecutivesofclientservces.Andinrelationtothetangibleelements,reliabilityandsecurity,thepartnersaresimplysatisfied. |
en |
dc.language.iso |
spa |
en |
dc.rights |
openAccess |
|
dc.subject |
AUDITORÍA DE SERVICIOS AL CLIENTE |
en |
dc.subject |
CALIDAD |
en |
dc.subject |
SERVQUAL |
en |
dc.subject |
ALTERNATIVAS DE MEJORA DE SERVICIOS. |
en |
dc.title |
Proyecto de auditoría de servicios a pacificard s.a. en la ciudad de Guayaquil. |
en |
dc.type |
Article |
en |