Modelo de gestión de la calidad en el servicio al cliente: propuesta para las grandes superficies
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Universidad Santo Tomás seccional Bucaramanga
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En Colombia 40% de las compras de bienes básicos se hace en las grandes superficies. A pesar de que poseen certificaciones de calidad, día a día los clientes siguen presentando quejas. Se desarrolló un proyecto de investigación para determinar la percepción que tienen sus clientes con respecto a la calidad del servicio recibido, con resultados como la determinación de la importancia que para los clientes tienen aspectos tales como accesibilidad al parqueadero, amabilidad de los dependientes, calidad de los productos, precios, surtido, ubicación del supermercado y facilidades de pago. Con base en la percepción de los clientes y como aporte al desarrollo del tema, se propone un Modelo de gestión de la calidad del servicio al cliente para esas superficies.
In Colombia, 40% of the basic goods are purchased in hypermarkets. Notwithstanding they have quality certifications, customers keep on complaining day after day. This project was developed in order to determine the perception customers have with respect to the quality of the service received, with results that determine things such as the importance customers give to parking accessibility, shop assistant friendliness, products quality, prices, assortment, supermarket location and payment facilities. Based on clients’ perception and as a contribution to this topic development, a Customer service quality management model is proposed for these hypermarkets.
In Colombia, 40% of the basic goods are purchased in hypermarkets. Notwithstanding they have quality certifications, customers keep on complaining day after day. This project was developed in order to determine the perception customers have with respect to the quality of the service received, with results that determine things such as the importance customers give to parking accessibility, shop assistant friendliness, products quality, prices, assortment, supermarket location and payment facilities. Based on clients’ perception and as a contribution to this topic development, a Customer service quality management model is proposed for these hypermarkets.
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Servicio, Calidad, Sistema de Gestión de la Calidad, Grandes Superficies, Service, Quality, Quality Management System, Hypermarkets
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Derechos de autor 2018 Revista Lebret