Plan de mejoramiento de calidad en el servicio y atención al cliente para la Cooperativa San Francisco Ltda., Sucursal el Puyo, provincia de Pastaza.

Abstract

This research Project aims to establish a quality improvement plan in customer care and service, the same that guarantees the quality of customer care and the image improvement of the Cooperative “San Francisco Limited”, branch located in Puyo, Pastaza Province. For this purpose, administrative strategies were determined through techniques and field research tools, the same which were possible to quantify like the interview applied to the manager of the institution and the survey to customers. The research contributed to the development of the proposed strategies of customer care, it contains alternatives for the optimal performance of staff in which the research is addressed. The research contains the problem statement, justification and objectives. The development of the theoretical framework and conceptual definitions are based on books, theses and the internet. In methodology is mentioned the type of methods, techniques, and research tools used, which allowed to get real information of research aspects. In Chapter IV the proposal is developed, where a quality improvement plan which will be applied is presented in customer care and service in order to achieve a quality service.