Bibliographic citations
Quito, L., Vega, S. (2019). Propuesta de un modelo de CRM para la fidelización de los clientes del gimnasio Top Power de la ciudad de Trujillo, 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/23794
Quito, L., Vega, S. Propuesta de un modelo de CRM para la fidelización de los clientes del gimnasio Top Power de la ciudad de Trujillo, 2017 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/23794
@misc{sunedu/4109722,
title = "Propuesta de un modelo de CRM para la fidelización de los clientes del gimnasio Top Power de la ciudad de Trujillo, 2017",
author = "Vega Sánchez, Sandra Regina",
publisher = "Universidad Privada del Norte",
year = "2019"
}
The present study is entitled "Proposal of CRM model for customer loyalty of the Top Power gym of the city of Trujillo" and has as a general objective to determine if the proposal of a CRM model for the loyalty of the clients of the Gym Top Power, for which the specific objectives presented will be analyzed. In chapter 1, the theory was contrasted with the reality of how the company manages the relationship and how it influences the service it provides, which allowed us to identify the problem and thereby establish the objectives to carry out the study. In chapter 2, we continued with the search of international, national and local antecedents that demonstrate our theory and contribute with the study, in the same way we searched theoretical bases of different authors' books that help to complement more the idea of the CRM model. In chapter 3 the methodology used in the present investigation was determined, it is applied with a descriptive approach, with a non-experimental and transversal research design, which allowed to analyze the independent and dependent variables. For the application of the instrument, a predesigned Likert model survey was designed, which was prepared by the researchers and validated by an expert on the subject. In chapter 4 and 5 the data obtained to the FODA was analyzed and the needs of the gym to improve its customer service and also the data obtained from the application of the survey where the customer loyalty was determined. Similarly, it was detected that the company does not include feedback in the organization to improve efficiency. Finally, it was concluded that customer service management can be optimized to keep a customer more satisfied with the product or service provided and thus achieve loyalty over time.
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