Mejora en el acceso a la calidad del servicio al cliente del sistema de transporte masivo de la empresa Transmetro- Barranquilla
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Fecha
2020-11
Autores
Antolinez Annicchiarico, Luis Leonardo
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
El objetivo de la presente investigación se basó en analizar a través de una revisión documental la
calidad del servicio al cliente en el sistema de transporte masivo Transmetro en la ciudad de
Barranquilla, con el fin de proponer mejoras en los procesos de servicio para la satisfacción de los
usuarios de este sistema de transporte. Por tanto, el método empelado para el desarrollo de este
estudio se basó en una revisión de la literatura, la cual permitió conocer elementos importantes
que se deben tener en cuenta para ofrecer un servicio excepcional al cliente. Teniendo como
resultados que el desarrollo de un buen servicio permite el logro de un buen reconocimiento de
una organización y por consiguiente de sus empleados generando ventajas competitivas en el
servicio de transporte masivo de la empresa Transmetro. Por lo que se concluye que la mejora de
los procesos crea valor agregado que permite el fortalecimiento y crecimiento empresarial dentro
del sector
The objective of this research was based on analyzing through a documentary review the quality of customer service in the Transmetro mass transport system in the city of Barranquilla, in order to propose improvements in the service processes for the satisfaction of users of this transport system. Therefore, the method used for the development of this study was based on a literature review, which revealed important elements that must be considered in order to offer exceptional customer service. Having as results that the development of a good service allows the achievement of a good recognition of an organization and therefore of its employees, generating competitive advantages in the mass transportation service of the Transmetro company. Therefore, it is concluded that the improvement of the processes creates added value that allows the strengthening and business growth within the sector
The objective of this research was based on analyzing through a documentary review the quality of customer service in the Transmetro mass transport system in the city of Barranquilla, in order to propose improvements in the service processes for the satisfaction of users of this transport system. Therefore, the method used for the development of this study was based on a literature review, which revealed important elements that must be considered in order to offer exceptional customer service. Having as results that the development of a good service allows the achievement of a good recognition of an organization and therefore of its employees, generating competitive advantages in the mass transportation service of the Transmetro company. Therefore, it is concluded that the improvement of the processes creates added value that allows the strengthening and business growth within the sector
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Palabras clave
Servicio al cliente, Transporte masivo, Calidad, Valor agregado, Customer service, Mass transportation, Quality, Added value