Diseño de acciones en el departamento de servicio técnico de Diagnostix SAS encaminados a mejorar el grado de satisfacción de los clientes

Content Provider	Semantic Scholar
Author	Mahecha, Carol Andrea García González, Leslei Minerva Triana
Copyright Year	2016
Abstract	Aim of this study is to investigate the perception of customer satisfaction against the offered service department technician company Diagnostix, through the analysis of a satisfaction survey and evaluation of the protocols used in the provision of various services. The data were obtained by surveying 74 AAA clients nationwide company. From the results, a strategy was designed personalization through a new module CMR. The research for this project is descriptive, because the frequency and the most important features of a problem, in this case mechanisms satisfaction and customer relationships are studied. For this we analyze what the user perceives and technical service there that his analysis is the starting point of improvement strategies proposed plan. The results allowed to define satisfaction 4 elements, grouped into 2-dimensional quality. The results of the quantitative phase showed that the dimensions of quality of care obtained the best evaluation by customers correspond to quality and corporate image, with average approval ratings over 80% in their respective elements of satisfaction, while dimensions are evaluated worse while waiting and effective responses, with lower percentages average 50% in the corresponding elements of satisfaction.
File Format	PDF HTM / HTML
Alternate Webpage(s)	https://repository.unilibre.edu.co/bitstream/handle/10901/9942/PROYECTO%20DE%20GRADO%20CAROL%20GARCIAL%20&%20LESLEI%20TRIANA.pdf?isAllowed=y&sequence=1
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article