Estandarización de procedimientos de servicio y atención al cliente para el patio de comidas del Mercado Modelo de la ciudad de Ambato. 2014

Abstract

This research proposes: to standardize procedures and customer service to the food court of the Model Market in Ambato city; with a sample of 98 customers, 56 employees and the manager, giving a total of 155 surveys conducted to meet the quality of service that the customer receive, in addition to identify the level of knowledge that employees have on the subject. This work is designed as a non- experimental, cross-sectional, and exploratory research since it applied a tab of observation to detect flaws in care and customer service, by using theoretical, empirical, and statistical methods. Surveys and the tab of observation also were tabulated; with the obtained results the manual to standardize procedures and customer service was developed, which establish standardized processes step by step, suitable to provide a good service, before, during and after. By making a diagnosis about the current situation of food court of the Model Market it was concluded that the service is not appropriate, customers are not satisfied, and the staff is not trained properly to provide quality service. This manual can improve the quality of service and attention, consequently, it is possible to meet and exceed customer expectations.