Bibliographic citations
Alcántara, C., Díaz, J. (2017). Propuesta de mejora en la gestión de atención al cliente en una agencia de ventas de Trujillo de un All Inclusive Hotels & Resorts para mejorar la satisfacción al cliente [Tesis, Universidad Privada Del Norte]. https://hdl.handle.net/11537/12648
Alcántara, C., Díaz, J. Propuesta de mejora en la gestión de atención al cliente en una agencia de ventas de Trujillo de un All Inclusive Hotels & Resorts para mejorar la satisfacción al cliente [Tesis]. PE: Universidad Privada Del Norte; 2017. https://hdl.handle.net/11537/12648
@mastersthesis{renati/512635,
title = "Propuesta de mejora en la gestión de atención al cliente en una agencia de ventas de Trujillo de un All Inclusive Hotels & Resorts para mejorar la satisfacción al cliente",
author = "Díaz Rodríguez, José Rafael",
publisher = "Universidad Privada Del Norte",
year = "2017"
}
ABSTRACT The objective of the present investigation was to establish a proposal for improvement in the management of customer service in a Trujillo sales agency of an All-Inclusive Hotels & Resorts that improves customer satisfaction. The sample consisted of customers requesting information to buy or not products in the month of October (pre-test), which were 217 and customers who came in December which were 312 for high season. As an instrument the SERVQUAL survey was modified and adapted by Cabello & Chirinos, (2010), Conclusions: A low level of customer satisfaction was found 44%. At the dimensional level the dimensions of the lowest score were Security and empathy (13%), the other dimensions showed values between 43 and 44%. The proposal of improvement of the management of the client was developed that covered a training in Knowledge of the business and products, Customer service, emotional intelligence, sales and corporate values, it lasted 13 days and lasted between 60 and 90 minutes each session. The level of satisfaction after the proposed improvement in customer service management was 65%, had a + 21% increase the first month after its implementation. It was statistically demonstrated with a 95% confidence level using the Chi square test that there is a statistically significant difference between client satisfaction after the intervention and client satisfaction before the intervention, which proves the alternative hypothesis of the present Research: The proposal of improvement in the management of customer service in a Trujillo sales agency of an All Inclusive Hotels & Resorts SI improves customer satisfaction.
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