Estrategía de satifacción del cliente en la empresa contratista general de obras de Villa Clara
Fecha
2021-11
Autores
Broche Borroto, Beatriz
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
Con el perfeccionamiento de la empresa estatal socialista la economía cubana se ha convertido en un mercado cada vez más competitivo donde la satisfacción al cliente es un elemento diferenciador que puede ser decisivo para el éxito de las empresas. En este trabajo se refleja inconformidades por parte de los clientes en las encuestas que aplica la Empresa Contratista General de Obras de villa Clara (ECGOVC), en cuanto a quejas de problemas vinculados a la calidad de la documentación, la fecha de entrega del producto pactada en el contrato y comunicación entre la empresa y el cliente, para erradicar estos señalamientos emitidos por los clientes se formula como objetivo general proponer una estrategia de satisfacción del cliente en la Empresa Contratista General de Obras de Villa Clara (ECGO VC). Para darle solución a la problemática se realizó una previa revisión bibliográfica sobre el tema utilizando métodos teóricos y metodológicos y un análisis de los indicadores económicos de la organización. Lo que permitió identificar aspectos negativos y posibilitar en mayor medida la toma de decisiones para contribuir a la mejora continua de la calidad de los servicios ingenieros que se prestan y así aumentar el nivel de satisfacción de los clientes.
With the improvement of the socialist state company, the Cuban economy has become an increasingly competitive market where customer satisfaction is a differentiating element that can be decisive for the success of companies. This work reflects non-conformities on the part of the clients in the surveys applied by the Villa Clara General Works Contractor Company (ECGOVC), regarding complaints of problems related to the quality of the documentation, the agreed product delivery date In the contract and communication between the company and the client, in order to eradicate these signals issued by the clients, the general objective is to propose a client satisfaction strategy in the Villa Clara General Works Contractor Company (ECGO VC). To solve the problem, a previous bibliographic review on the subject was carried out using theoretical and methodological methods and an analysis of the economic indicators of the organization. This made it possible to identify negative aspects and enable decision-making to a greater extent to contribute to the continuous improvement of the quality of the engineering services provided and thus increase the level of customer satisfaction.
With the improvement of the socialist state company, the Cuban economy has become an increasingly competitive market where customer satisfaction is a differentiating element that can be decisive for the success of companies. This work reflects non-conformities on the part of the clients in the surveys applied by the Villa Clara General Works Contractor Company (ECGOVC), regarding complaints of problems related to the quality of the documentation, the agreed product delivery date In the contract and communication between the company and the client, in order to eradicate these signals issued by the clients, the general objective is to propose a client satisfaction strategy in the Villa Clara General Works Contractor Company (ECGO VC). To solve the problem, a previous bibliographic review on the subject was carried out using theoretical and methodological methods and an analysis of the economic indicators of the organization. This made it possible to identify negative aspects and enable decision-making to a greater extent to contribute to the continuous improvement of the quality of the engineering services provided and thus increase the level of customer satisfaction.
Descripción
Palabras clave
Empresa estatal, Economía cubana, Empresa contratista general