Mejoramiento del sistema de calidad de servicio al cliente en la Empresa Pública Municipal Mercado de Productores Agrícolas (EP-EMMPA) de la ciudad de Riobamba, provincia de Chimborazo año 2013.

Abstract

The development of this research work was elaborated at the Empresa Pública Municipal Mercado de Productores Agrìcolas (EP-EMMPA), located in Riobamba province of Chimborazo, it is a company markedly of service, intended to ensure to the administration, operation and performance the different activities carried out in the enterprise For the preparation of this research work, a detailed inquiry, analysis and application of a variety of methods, techniques and instruments of investigations were carried out, such as the research and observation surveys application of all producers, dealers and middlemen who work in the business, therefore, causes and effects of the central problem could be known: the poor customer service, as well as the attitude shown by employees is not adequate, and the lack of information about changes in the administration, the businessmen do not get a good deal among other negative aspects give a bad image of the institution The purpose of this research is to improve the quality in the customer care service in different areas which maintain a direct relationship with other users of the company, EP-EMMPA, because of the importance of satisfaction for the future of the company. Therefore, the results obtained of the research will allow efficiently manage its business, improve the policies relating to the service that the company offers to its customers, fundamental pillars, for attaining the objectives and goals thereby constituting to the benefit of the customer service quality After the extensive research and with the help of experts in the field, it was decided to put strategies that enable the human talent of the company and improve the customer service, attention, so that provide a quality service.