Análisis de la calidad en el servicio al cliente del departamento de admisiones y matrícula de una Universidad privada en la ciudad de Barranquilla
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Fecha
2020
Autores
Ladrón de Guevara Enríquez, Elisa
Salgado Madariaga, Mayra
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Esta investigación tiene como objetivo general analizar las estrategias gerenciales sobre la prestación del servicio al cliente de manera presencial, dando paso a la virtualidad y la prestación de este a través de plataformas, las cuales les permiten un mayor porcentaje en la ventaja competitiva. El sector educativo no ha sido ajeno a estos cambios, hoy en día es evidente la gran acogida de las carreras y cursos online, que van desplazando en forma acelerada a la oferta académica de las instituciones tradicionales. Dada esta desventaja se hace necesario que las instituciones convencionales se esmeren en prestar un servicio al cliente que les permita generar vínculos y una empatía para mantenerlos, hasta convertirlos en grandes aliados, lo que nos deja entre ver cuán importante es ofrecer un buen servicio
al cliente, ya que a través de él se puede marcar la diferencia en cualquier empresa e institución y convertirse en la razón por la cual ese cliente decida continuar con ellos en vez de inclinarse a otro modelo educativo. Las instituciones de educación superior tienen como función connatural ofrecer el servicio de educación, contemplado en la constitución política colombiana como un derecho de la persona y un servicio público que tiene una función social.
En el presente caso de estudio intervinieron variables de investigación de carácter cualitativo, que permitieron conocer las distintas situaciones, acciones, normas, procesos y valores desde la perspectiva de los clientes internos y externos actuales en el entorno; para establecer las estrategias y líneas de acción a seguir a través de un plan de acción que fortalezca el área encargada de la prestación del servicio al cliente y se adopten el uso de herramienta tecnológicas, para optimizar los tiempos y la productividad.
Currently, there are great global challenges that point to the displacement of the provision of customer service in person, giving way to virtuality and the provision of this through platforms, which allow them a higher percentage of competitive advantage, the education sector has not been oblivious to these changes, today it is evident the great reception of online courses and careers, which are rapidly displacing the academic offer of traditional institutions.Given this disadvantage, it is necessary for specific institutions to strive to provide customer service that allows them to generate ties and empathy to maintain them, until they become great allies, which leaves us wondering how important it is to offer good customer service. , since through it you can make a difference in any company and institution and become the reason why that client decides to continue with them instead of including another educational model.The higher education institutions have as a natural function to offer the education service, contemplated in the Colombian political constitution as a right of the person and a public service that has a social function. In the present case study, qualitative research variables intervened, which allowed to know the different situations, actions, norms, processes and values from the perspective of current internal and external clients in the environment; establish the strategies and lines of action to follow an action plan that strengthens and the area in charge of delivering the customer service and whether it is adopted and the use of the technological tool, for the optimization of time and productivity.
Currently, there are great global challenges that point to the displacement of the provision of customer service in person, giving way to virtuality and the provision of this through platforms, which allow them a higher percentage of competitive advantage, the education sector has not been oblivious to these changes, today it is evident the great reception of online courses and careers, which are rapidly displacing the academic offer of traditional institutions.Given this disadvantage, it is necessary for specific institutions to strive to provide customer service that allows them to generate ties and empathy to maintain them, until they become great allies, which leaves us wondering how important it is to offer good customer service. , since through it you can make a difference in any company and institution and become the reason why that client decides to continue with them instead of including another educational model.The higher education institutions have as a natural function to offer the education service, contemplated in the Colombian political constitution as a right of the person and a public service that has a social function. In the present case study, qualitative research variables intervened, which allowed to know the different situations, actions, norms, processes and values from the perspective of current internal and external clients in the environment; establish the strategies and lines of action to follow an action plan that strengthens and the area in charge of delivering the customer service and whether it is adopted and the use of the technological tool, for the optimization of time and productivity.
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Palabras clave
Servicio, Educación, Ventaja competitiva, Cliente, Service, Education, Competitive advantage, Customer