Estrategias de mejoramiento para empresas de transporte turístico terrestre de pasajeros en el departamento del Atlántico
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Fecha
2020
Autores
Cervantes De La Hoz, Ana Del Carmen
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El presente trabajo de investigación se centra en el análisis de los resultados del nivel de la atención a los clientes de dos empresas de transporte turístico terrestre tipo Vans que operan en el Departamento del Atlántico, con el propósito de diseñar estrategias que se puedan implementar para mejorar el servicio. Durante la investigación se revisaron las categorías referentes y algunos teóricos y antecedentes. Por sus características es de enfoque cualitativo de tipo descriptivo. . La población del presente estudio estuvo distribuida con una muestra de 20 pasajeros, 10 conductores y 10 empleados administrativos de las empresas “Transportes Marsol S. A. S.” y “Transportes y Turismo Berlinas del Fonce Berlinastur S. A.”, que brindan sus servicios hacia diferentes destinos. Como instrumentos se utilizaron entrevistas a los diferentes sujetos objeto de estudio y la técnica de observación directa. Entre los resultados se encontró que es posible brindar un mejor servicio y responder efectivamente ante las necesidades de sus clientes y a la vez fortalecer la estructura organizacional de las empresas de transporte turístico.
This research work focuses on the analysis of the results of the level of customer service of two Vans-type land tourist transport companies that operate in the Atlantic Department, to design strategies that can be implemented to improve the service. During the investigation, the referent categories and some theoretical and antecedents were reviewed. Due to its characteristics, it is a descriptive qualitative approach. . The population of the present study was distributed with a sample of 20 passengers, 10 drivers and 10 administrative employees of the companies “Transportes Marsol S. A. S.” and “Transports y Turismo Berlinas del Fonce Berlinastur S. A.”, which provide their services to different destinations. As instruments, interviews with the different subjects under study and the direct observation technique were used. Among the results, it was found that providing a better service and responding effectively to the needs of its clients, while strengthening the organizational structure of tourist transport companies.
This research work focuses on the analysis of the results of the level of customer service of two Vans-type land tourist transport companies that operate in the Atlantic Department, to design strategies that can be implemented to improve the service. During the investigation, the referent categories and some theoretical and antecedents were reviewed. Due to its characteristics, it is a descriptive qualitative approach. . The population of the present study was distributed with a sample of 20 passengers, 10 drivers and 10 administrative employees of the companies “Transportes Marsol S. A. S.” and “Transports y Turismo Berlinas del Fonce Berlinastur S. A.”, which provide their services to different destinations. As instruments, interviews with the different subjects under study and the direct observation technique were used. Among the results, it was found that providing a better service and responding effectively to the needs of its clients, while strengthening the organizational structure of tourist transport companies.
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Palabras clave
Empresas de transporte, Servicio al cliente, Estrategias administrativas, Transport companies, Customer service, Administrative strategies