Resumen

ZAMBRANO ZEVALLOS, Leonela Elizabeth. Evaluation of the quality of customer service: Case of the Ferreleczam company. Revista San Gregorio [online]. 2023, vol.1, n.55, pp.1-15. ISSN 2528-7907.  https://doi.org/10.36097/rsan.v1i55.2220.

The establishments of the hardware industry are part of the set of businesses that offer services to individuals and companies dedicated to the construction sector of civil works. These establishments have been incorporating into the economic system in a growing way, meeting the demand of sensitive and increasingly demanding consumers in terms of care, for which, they have seen the need to adopt measures that help them provide a better and more efficient service. Based on this fact, the objective of this study is to evaluate the quality of care that the hardware company Ferreleczam provides to its customers. From the methodological point of view, it was approached as a mixed investigation, based on the application of a survey to a sample made up of 450 buyers of the aforementioned commercial establishment. Some weaknesses were found in customer service and sales management, which allows us to conclude that it is necessary to design strategies to substantially improve the attention that the company offers to each of its customers.

Palabras clave : customer service; quality; improvement strategies; evaluation, satisfaction.

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