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http://www.dspace.espol.edu.ec/handle/123456789/5738| Title: | Proyecto de auditoría de servicios a pacificard s.a. en la ciudad de Guayaquil. |
| Authors: | Jiménez Guastay, César Felipe Medina Carrión, María Soledad Ortega Poveda, Gabriela Geovanna |
| Keywords: | AUDITORÍA DE SERVICIOS AL CLIENTE CALIDAD SERVQUAL ALTERNATIVAS DE MEJORA DE SERVICIOS. |
| Issue Date: | 29-Jun-2009 |
| Abstract: | bstractA tpresentitisobviousthatforcustomerstoformapositiveopinionofthecompany,itshouldmeetallcustomers´needsandexpectations.T herefore,iftomeetcustomerexpectationsisasimportantashasbeensaid,itisnecessarytohaveadequateinformationaboutcustomersthatcontainaspectsrelatedtotheirneeds,inwhichtheattributesaresettodeterminethelevelofqualityachieved.I nthispaperwedeterminethepresentconditionsofservicedeliveredtoPacifiCard´scustomerssuggestingcorrectionsandimprovementstotheproblemsthatareaproductofinternalandexternalinvestigationofthecompany.T hebasisfortheauditisthesystemSERVQUALthatisatooltoassessandunderstandtheexpectationsandperceptionsthathavecustomerswithaserviceAndweconcludedthatthepartnersareinaneutralstateofsatisfactionwithregardtotheresponsivenessandempathyoftheexecutivesofclientservces.Andinrelationtothetangibleelements,reliabilityandsecurity,thepartnersaresimplysatisfied. |
| URI: | http://www.dspace.espol.edu.ec/handle/123456789/5738 |
| Appears in Collections: | Artículos de Tesis de Grado - FCSH |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| Proyecto de Auditoria de servicios a Pacificard S.A..pdf | 803.22 kB | Adobe PDF | View/Open | |
| Proyecto de Auditoria de servicios a Pacificard S.A..ps | 3.49 MB | Postscript | View/Open |
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