Procedimiento para contribuir a mejorar la satisfacción de los clientes en el servicio de renta de autos en la Empresa Transtur de Villa Clara
Fecha
2009-06-25
Autores
Pérez Rodríguez, Reynol
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Central "Marta Abreu " de Las Villas
Resumen
La Empresa de Transporte Turístico Villa Clara (Transtur) es la entidad encargada de prestar servicios de transporte al turismo, y complementariamente, a otras entidades vinculadas a esta. Uno de los servicios que oferta dicha empresa es la renta de autos, la cual en los últimos años ha presentado dificultades con el servicio al cliente. Estas se manifiestan en la imposibilidad de satisfacer todas las exigencias y preferencias de los clientes. La causa fundamental de este problema es la falta de información y el desconocimiento por parte de la empresa de sus clientes, lo cual se puede resumir como la ausencia de una caracterización de los principales clientes de la empresa. Para erradicar lo anterior, en la investigación se propone y aplica un procedimiento para la caracterización de los clientes de la renta de autos, el cual permite tomar medidas que contribuyan a la orientación al cliente. Es importante destacar que el procedimiento incluye técnicas y métodos que le dan un carácter científico a la toma de decisiones. Como resultado final se demuestra como estas medidas pueden contribuir a obtener mejores resultados económicos de la entidad.
The Company of Tourist Transport Villa Clara (Transtur) it is the entity in charge of lending services of transport to the tourism, and complementarily, to other entities linked to this. One services that offers this company is the rent a cars, which has presented difficulties with the service to the client in the last years. These they are manifested in the impossibility of satisfying all demands and the clients' preferences. The fundamental cause of this problem is the lack of information and the ignorance on the part of the company of its clients, that which you can summarize as the absence of a characterization of the main clients of the company. To eradicate the above-mentioned, in the investigation is proposed intends and it applies a procedure for the characterization of the clients of the rent a cars, which allows to take measures that contribute to the orientation to the client. It is important to highlight that the procedure includes technical and methods that give a scientific character to the taking of decisions. As a final result it is demonstrated as these measures they can contribute to obtain better economic results of the entity.
The Company of Tourist Transport Villa Clara (Transtur) it is the entity in charge of lending services of transport to the tourism, and complementarily, to other entities linked to this. One services that offers this company is the rent a cars, which has presented difficulties with the service to the client in the last years. These they are manifested in the impossibility of satisfying all demands and the clients' preferences. The fundamental cause of this problem is the lack of information and the ignorance on the part of the company of its clients, that which you can summarize as the absence of a characterization of the main clients of the company. To eradicate the above-mentioned, in the investigation is proposed intends and it applies a procedure for the characterization of the clients of the rent a cars, which allows to take measures that contribute to the orientation to the client. It is important to highlight that the procedure includes technical and methods that give a scientific character to the taking of decisions. As a final result it is demonstrated as these measures they can contribute to obtain better economic results of the entity.
Descripción
Palabras clave
Empresa de Transporte Turístico (TRANSTUR), Villa Clara, Servicio de Transporte, Renta de Autos, Satisfacción de Clientes