Citas bibligráficas
Boria, L., Linares, M. (2014). Evaluación de la calidad de servicio de atención al cliente de la empresa western unión – ciudad de Iquitos, periodo octubre – noviembre 2013 [Trabajo de suficiencia profesional, Universidad Científica del Perú]. http://hdl.handle.net/20.500.14503/3078
Boria, L., Linares, M. Evaluación de la calidad de servicio de atención al cliente de la empresa western unión – ciudad de Iquitos, periodo octubre – noviembre 2013 [Trabajo de suficiencia profesional]. PE: Universidad Científica del Perú; 2014. http://hdl.handle.net/20.500.14503/3078
@misc{renati/1038356,
title = "Evaluación de la calidad de servicio de atención al cliente de la empresa western unión – ciudad de Iquitos, periodo octubre – noviembre 2013",
author = "Linares Pereira, Mario David",
publisher = "Universidad Científica del Perú",
year = "2014"
}
The type of research used was descriptive, it was carried out at the premises of the Western Union company. The “mystery customer” method was used, and the questionnaire was directed to the company's workers. We sought to evaluate three fundamental categories in the purchasing experience of an external customer: personnel, time-efficiency and operations. Likewise, a questionnaire aimed at internal clients, or company workers, to find out how they perceive the quality of the service provided. Subsequently, a quantitative and percentage analysis of the data collected in each item was carried out, which were emptied into statistical tables and subsequently said information was presented graphically in the bar system, and a general interpretation was made on the set of responses of the questionnaires, so as to evaluate the quality of customer service at the Western Union company.
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