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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 |