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- Title
Evaluación de la satisfacción del cliente en empresas de servicio.
- Authors
Romero Fernández, Ariel José; Álvarez Gómez, Gustavo Adolfo; Álvarez Gómez, Sharon
- Abstract
Customer satisfaction is a necessity to be efficient and competitive at the current time, because the reputation of organizations depends on it to a large extent. The present work is carried out with the purpose of evaluating the satisfaction of customers in service companies. In a first stage, the service cycle and moments of truth are determined in each of the companies, which allows managing the client's contact with the organization; subsequently, a survey is applied to a randomly selected sample, resulting in 39% of customer dissatisfaction, so these companies must implement improvement actions immediately.
- Publication
Dilemas Contemporáneos: Educación, Política y Valores, 2018, p1
- ISSN
2007-7890
- Publication type
Article