Estudio de la percepción de los clientes con base a la calidad de los servicios del centro de capacitación de la cámara de comercio de Santiago de Chile

Abstract

Title: Perception study of customers acceptance, based on the services quality of the Training Center of Santiago (Chile) Chamber of Commerce. Author: GONZÁLEZ ARIAS, Julyeth Silvana DESCRIPTION Training and career development are very vital in any company or organization regardless in the field in which they play. Invest In employee skills training will make him or her more efficient at a job or capable of facing different responsibilities and challenges. This results with a stable company that gives satisfying services. Perform job training to employees is critical to the success of most continuous improvement. Providing employees the knowledge they need to expand their skills and techniques, will improve the performance of their work perfecting each of its activities for the benefit of a high production company. The importance of investing in training has shown that employees motivation/skills is essential in an organization as it is a key to a successful organization, affecting the productivity and quality of products and / or services that are produced and sold. Training is the answer to make successful and productive employees, helping companies grow with solid knowledge. Measuring the customer satisfaction level is the key for business strategy because it provides accurate and relevant results for the organization. Training Center of the Santiago Chamber of Commerce needs to know the customer‟s perception about the services they imparted to analyze in a more comprehensive way how they are being rated in the global market and thus contribute positively to the organization internal processes in order to achieve improvements and meet what the customers need. The Training Center is aware that every satisfied customer need further training and could participate again in another training program. Likewise, the satisfied customer will be the “image” to promote the programs, because personal recommendations has a lot of influence over other potential customers. The intention of every organization and of course the CC- CCS is customer loyalty and make the organization image and prestige grow to eventually become the first choice for all firms and / or individuals who want to participate in some training program. This project was developed using descriptive and conclusive research, following the steps of market research as José Nicolás Jany in his book “Integral Marketing Research”. The target population are company training responsibles that take programs at the CC- CCS because they are the ones who can qualify the different factors to consider. The data collection instrument was the survey and the field work took place in Chile, Santiago, contacting them personally, by telephone or email. For data processing Software “Gmaket-data”, created by the G-Market agency. They will be the counseling and external mentoring of the project. The version 5 of their data processing and collecting software was developed using Visual Basic, and deployed under Windows 7 operating system. The analysis of the results allowed to determine what were the weaknesses of the company and the client suggestions for further enhancements