Bibliographic citations
Saavedra, F., (2017). Impacto de las habilidades sociales de los colaboradores en la calidad de servicio al cliente de la empresa creaciones gráficas Alprint de la ciudad de Tumbes, 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12270
Saavedra, F., Impacto de las habilidades sociales de los colaboradores en la calidad de servicio al cliente de la empresa creaciones gráficas Alprint de la ciudad de Tumbes, 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12270
@misc{sunedu/3001245,
title = "Impacto de las habilidades sociales de los colaboradores en la calidad de servicio al cliente de la empresa creaciones gráficas Alprint de la ciudad de Tumbes, 2017",
author = "Saavedra Dézar, Fabiola Rossana",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT This research work called "Impact of social skills on the quality of service to customers of Creaciones Gráficas Alprint Tumbes, 2017" sought to know the relationship or impact that exists between the social skills that employees have Of the company and the quality of service that is provided to the clients, with the purpose of being able to identify and contribute in the strengthening and improvement of said skills. The main problem in which this research is chosen is because it was apparently observed that the collaborators did not have the social skills required to attend to and be able to face situations of different magnitude with the client, which could be generating a poor quality of service within The company, since, every day they present cases as they did not attend to your request, there is no solution to your requests, delay in care, among other problems; Being this reason to give to know the importance of the social skills and their impact in the quality of service under the approach of the SERVQUAL model. The objective of the research was to determine the impact of the social skills of the collaborators on the quality of service provided to the clients of the company Creaciones Graphics ALPRINT in the city of Tumbes, 2017; For which a survey was used to collect information using a questionnaire of 31 questions that was applied to 88 clients (adult men and women) leaving the establishment after receiving a service. It was determined that there is a significant relationship between the two variables that arise in this research, that is to say that a higher level of social skills will provide a higher level of quality of service, which may be expected or surpass the expectations of the customers. In conclusion, we can determine according to the research work carried out, that, if social skills are important in the quality of service to clients, it is recommended that the company implement a development plan for people that considers, among other aspects Those related to improving empathy, teamwork, communication and initiative as key aspects for the development and growth of the company. KEYWORDS: abilities, quality, service, impact.
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