Carrera Licenciatura en Mercadotecnia

Permanent URI for this community

https://repositorio.utc.edu.ec/handle/27000/5291

Browse

Browsing Carrera Licenciatura en Mercadotecnia by Subject "ATENCIÓN AL CLIENTE"

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    “Servicio post venta y la satisfacción del cliente en la “veterinaria CanVet” Clínica Veterinaria – Latacunga”
    (Ecuador: Latacunga: Universidad Técnica de Cotopaxi: (UTC), 2024-08) Corrales Molina, Clara Tatiana; Toapanta Luna, Cristian Santiago; Villa Andrade, Luisa Carolina
    The main purpose of this research project was to establish the relationship between after- sales service and the degree of customer satisfaction at the "CanVet" veterinary clinic. The main obstacles related to the perceived dissatisfaction with the services offered by the clinic were addressed, including the delay in responding to complaints, which has had an impact on the inability of customers to fully satisfy their needs. To carry out this study, a descriptive research methodology was employed, with a quantitative approach that included the use of structured surveys to collect data from a representative sample of the veterinary clinic's clients. In addition, a comprehensive literature review was conducted with the objective of broadening the understanding of after-sales service and its relationship to customer satisfaction. The results of this study significantly supported the correlation between the variables analyzed, confirmed by the contingency tables and correlation tables. This confirms the validity of the alternative hypothesis, demonstrating a positive impact that will benefit both the clinic and its customers. The marketing plan improves after-sales service at CanVet, addressing wearknesses, capitalizing on strengths and facing threats, to optimize customer satisfaction and consolidate its position in the market.