Citas bibligráficas
Delgado, D., Siancas, A. (2023). Mejora en la Calidad de Servicio al Cliente en el Área de Postventa de la marca Nissan de la empresa Autoland S.A [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/669916
Delgado, D., Siancas, A. Mejora en la Calidad de Servicio al Cliente en el Área de Postventa de la marca Nissan de la empresa Autoland S.A [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/669916
@misc{renati/409086,
title = "Mejora en la Calidad de Servicio al Cliente en el Área de Postventa de la marca Nissan de la empresa Autoland S.A",
author = "Siancas Sanchez, Americo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
The automotive industry has undergone significant changes in recent years as a result of changing consumer demands and the evolution of the automobile as a whole. Thus, for the customer to be satisfied and loyal in the months and years following the purchase of a vehicle, it is now essential for dealers to attend to both the factors related to sales and after-sales service, since this service is based on the idea of considering the company, in the event of an emergency or unforeseen vehicle problem, close to its customers and able to offer them immediate advantages and solutions. Since it is the only way to establish a positive relationship with the consumer, a company's after-sales service should be among its main priorities. This paper seeks to identify the causes of detractor customers and why the company is not achieving the percentage of promoter customers (NPS) required by management. First, the results of the customer surveys of the last 24 months were analyzed and a survey was conducted with the main actors in the area where the problem was found, showing 66% of promoter customers, a figure below the minimum expected by the company, which is 75%. Once the problem has been identified, the best solution alternative among the three proposals is proposed. Subsequently, a brief analysis must be carried out to determine whether the implementation of the chosen alternative is feasible and viable.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons