Impacto de la profesionalización del capital humano en la calidad del servicio al cliente de la empresa Asesorías Académicas Milton Ochoa, sede Bucaramanga

Abstract

The main objective of this master's thesis is to determine the impact of the professionalization of human capital on the quality of service to external clients in the Asesorías Académicas Milton Ochoa, in Bucaramanga. For this, three specific objectives have been stipulated: first, to describe the different aspects of the professionalization of human capital that may influence the quality of service to external clients in the Asesorías Académicas Milton Ochoa, in Bucaramanga; secondly, to identify aspects of the professionalization of human capital that have the greatest impact on the quality of service to external clients of the Milton Ochoa Academic Advising Company, Bucaramanga headquarters; thirdly, to compare the level of external customer service in the Asesorías Académicas Milton Ochoa, in Bucaramanga, with the company's job profiles in the last five years; and, finally, to evaluate the relationship between the professionalization of human capital in the company and the changes in external customer service. To this end, a non-experimental, descriptive cross-sectional methodology was used, with which surveys were applied to 65 institutions that are part of the organization's users and to those who are part of the organization's human capital, with which it was found that the The importance of professionalization in Asesorías Académicas Milton Ochoa, in Bucaramanga, is essential, although there are some deficiencies regarding the labor and academic potential of human capital in the face of the needs and projects of clients and the company itself.