ANÁLISIS DE ATENCIÓN Y SATISFACCIÓN DEL CLIENTE MEDIANTE LA APLICACIÓN DE ESTUDIO DE MERCADO DEL LOCAL INGENIERIA CELULAR TENA DEL CANTÓN TENA PROVINCIA DE NAPO

Abstract

The study aims to evalluate the perception of customer service and attention at the Ingenieria Celular Tena location through a market analysis. Specific objectives include diagnosing customer perceptions regarding the quality and services offered, and applying qualitative evaluation methods to analyze user service information. this study will focus on assesing the current service quality and proposing strategies and policies for staff improvement and training to enhance the customer experience and increase the recogmnition of Ingenieria Celular Tena. Recognizing the importance of customer satisfacion in business success, this study will collect concrete data and subjective perceptions to understand how customers feel about the services and products offered by the location. To conduct this evaluation, a survey with 10 closed-ended questions using a Likert scale and multiple-choice options was administered. The survey revelead that most respondents visit the location daily and prefer to receive news and promotions through viral videos on social media. Additionally, customers value personalized service during the sales process and have experienced a good price-quality ratio with the offered products, despite them not being of high-end quality. In cases of issues, the staff´s attention has been satisfactory.